Guest Experience Manager Resume Samples
4.5
(90 votes) for
Guest Experience Manager Resume Samples
The Guide To Resume Tailoring
Guide the recruiter to the conclusion that you are the best candidate for the guest experience manager job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.
Craft your perfect resume by picking job responsibilities written by professional recruiters
Pick from the thousands of curated job responsibilities used by the leading companies
Tailor your resume & cover letter with wording that best fits for each job you apply
Resume Builder
Create a Resume in Minutes with Professional Resume Templates
CHOOSE THE BEST TEMPLATE
- Choose from 15 Leading Templates. No need to think about design details.
USE PRE-WRITTEN BULLET POINTS
- Select from thousands of pre-written bullet points.
SAVE YOUR DOCUMENTS IN PDF FILES
- Instantly download in PDF format or share a custom link.
FS
F Schimmel
Freeman
Schimmel
5421 Myrna Estates
Chicago
IL
+1 (555) 615 3877
5421 Myrna Estates
Chicago
IL
Phone
p
+1 (555) 615 3877
Experience
Experience
Philadelphia, PA
Guest Experience Manager
Philadelphia, PA
Gibson, Johnston and Ankunding
Philadelphia, PA
Guest Experience Manager
- Focus on low performing/scoring departments and assist with improvements
- Drive Service Improvement efforts within the property by analyzing, interpreting and focusing all data sources into a service improvement plan
- Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
- Perform any and all other tasks which are assigned by management
- Conduct employee performance reviews and effectively manage employee relations
- Assist Operations and marketing teams in the planning and management of site events when they occur
- Actively observe working conditions ensuring Cast Members are adhering to Safety standards, and seeking opportunities to continuously improve
San Francisco, CA
Employee & Guest Experience Manager
San Francisco, CA
Beahan-Grant
San Francisco, CA
Employee & Guest Experience Manager
- Work with Department Managers and Supervisors to ensure service standards are being communicated pre-event and demonstrated during and post the event
- Research best practices and collaborate with the General Manager to develop venue opportunities to increase employee engagement, increase guest satisfaction
- Taps into their creativity to create band member and guest materials and to problem solve
- Partner with the venue’s Guest Ambassadors to create Miracle Moments at every show
- Taps into their creativity to create employee and guest materials and to problem solve
- Partner with the venue’s Guest Services Department to create Miracle Moments at every show
- Lead the end of season employee opinion survey for the venue
present
Phoenix, AZ
Royal Service & Guest Experience Manager
Phoenix, AZ
Cummerata, Marks and Wuckert
present
Phoenix, AZ
Royal Service & Guest Experience Manager
present
- Establish and maintain an effective communication process with all departments, in particular with Front Office, Housekeeping and Engineering
- Manage the departmental budget
- Be a lobby ambassador and assist guests
- Place pre arrival calls to all VIP guest to identify special requests and obtain arrival times
- Conduct regularly scheduled departmental meeting
- Follow up on all guest challenges to ensure complete guest satisfaction, during and post stay
- Ensure updating and the maintenance of the hotel’s telephone system is completed
Education
Education
Bachelor’s Degree in Communications
Bachelor’s Degree in Communications
Quinnipiac University
Bachelor’s Degree in Communications
Skills
Skills
- Ability to focus attention on details. Ability to input and access data in computer
- To assist guests and colleagues in the case of medical emergency; ensuring a quick and knowledgeable response
- Assist VIP and high profile FPC guests with preparation of activity itineraries and ground transportation when applicable
- Ability to multitask and to work independently, with a close attention to detail, in a fast paced environment
- Excellent communication and organizational skills; reading, writing, and oral proficiency in the English language
- Thorough knowledge of business English and spelling. Ability to prepare routine documents and compose business
- Ability to tactfully handle stressful situations
- Ability to deal effectively with all business contacts through interpersonal skills
- Maintain complete knowledge at all times of
- Ability to articulate clear expectations and motivate others to act in the interest of the organization
15 Guest Experience Manager resume templates
Read our complete resume writing guides
1
Guest Experience Manager Resume Examples & Samples
- Oversees the maintenance and repair of the facilities building and support systems, including heating/ventilation/air conditioning, electrical, interior and exterior lighting, plumbing, exhibitions, custodial services; interfaces with utility services; and minor construction projects. The building features state-of-the-art systems, including lighting control programming and innovative, interactive exhibitions with projected images, motion control systems and A/V systems
- Oversee Safety/Security program for the Director’s Set and Warner Archives. Ensure all employees are properly trained and using approved procedures and equipment. Seek out solutions to issues as they arise. Uphold Emergency Procedures and testing as needed
- Supports Studio Tour Manager on Duty coverage as needed including after hours, weekends and holidays
- Regularly meets with Visitor Experience and Marketing teams to assess business needs, makes recommendations to create strategies to attract new audience segments, nurture repeat visits and maximize yields
- Work alongside the external creative team to develop the attraction and interactivity. Responsible for Project Management depending on business needs. Assign and oversee short and long-term projects to appropriate staff members and follow through until completion
- Manage the contract and work with the digital photography external team to maximize customer engagement, conversions and yields while ensuring the highest levels of product quality and visitor experience. Encourages the promotion of photo and video sales
- Helps to prepare analytics to better understand consumer responsiveness to exhibits and interactive activities
2
Guest Experience Manager Resume Examples & Samples
- Monitor and manage staffing and schedules
- Build relationships with key partners and adapt operations to ensure seamless Guest and Cast experiences
- Lead a retail operation with an emphasis on financial objectives, inventory control, tactical, product replacement and presentation
- Ensure product offerings are amply supplied and properly displayed to enable Guest satisfaction and financial success
- Oversee execution on floor of local product receiving, floor stocking and driving levels of efficiency
- Approve returned merchandise transactions to ensure adherence to company policy
- Responsible for loss prevention measures including cash register audits to reconcile revenues, securing and auditing a safe containing up to $50,000 cash, reviewing Sarbannes-Oxley reporting, mitigating shrink and reviewing daily bank out paperwork for inconsistencies and potential fraud concerns
- Possess an understanding of the Merchandise operating systems, Guest experience reservations system, Point of Sale and inventory management systems
- Responsible for ensuring an environment where Guest and Cast Safety is the first filter in operational decision making and Merchandise displays of product
- May partner or oversee locations including F&B Operations, show kitchens, galleries, boutique and sewing locations
- Ensure smooth Guest flow through the operation as well as operational compliance to WDP&R food preparation, food safety, and loss prevention standards as well as adherence to applicable government health regulations
- Minimum 2 years Leadership experience in Retail Operation (Manager/Supervisor, Coordinator/Keyholder, Trainer, etc.)
- Ability to understand the impact of financial aspects of an operation (i.e. Operating Budget, Revenue, Labor, inventory systems, etc.)
- Proven strong partnering and networking skills
- Adaptable to new technology and change
- Consistently demonstrates The Four Keys Basics and serves as a model of The Four Keys amongst their peer group
- Proven knowledge and understanding of Disney policies and procedures
- Demonstrated strong presentation skills
- Proven ability to lead in a unionized environment
3
Guest Experience Manager Resume Examples & Samples
- The Guest Experience Manager with Entertainment is responsible for the coordination and presentation of live show entertainment offerings, including integrating and supervising all show elements such as talent, character performers, technicians, costuming, cosmetology, maintenance and Park Operations
- Other duties can include coordinating and conducting brush-up rehearsals, lighting and audio calls, and communication with costuming teams
- The GEM-Entertainment may also be accountable for daily show operations, managing and utilizing forms, tools, processes and resources to facilitate scheduling, payment, labor tracking and reporting as well as for oversight of day-to-day schedules
- As a leader, the GEM with Entertainment fosters excellence by delivering a high quality entertainment experience for cast, guests and partners, coaches and mentors cast, demonstrates a clear passion for Disney Excellence, Diversity, Disney Heritage and Character Brand Integrity as representative of The Walt Disney Company
- Minimum 3 years Stage Management or equivalent entertainment experience
- Minimum 1 year experience in a role of higher responsibility such as Coordinator, Crew Chief, Lead, Trainer, or the like
- Proven familiarity with lighting, audio, special effects, scenic and stage set-up systems
- Demonstrated ability to work as a team player
- Passion for delivering great guest service
- Proven experience with Walt Disney World collective bargaining agreements
4
Guest Experience Manager Resume Examples & Samples
- Responsible for ensuring an environment where Guest and Cast safety is the first filter in operational decision making and Merchandise displays of product
- Demonstrated strong interpersonal skills
- Consistently demonstrates excellence in safety, courtesy, show and efficiency (The Four Keys Basics) and serves as a model of same amongst their peer group
5
Guest Experience Manager Resume Examples & Samples
- Consistently demonstrate The Disney Leader Basics and serve as a model of The Four Keys Basics
- Responsible for ensuring an environment where Guest and Cast Safety are the first priority
- Monitor daily staffing levels and anticipate shift coverage needs based on demand
- Maintain current training proficiencies and sign-off on training and recertification completed by Cast Members
- Support local projects and monitor any potential impacts to the Guest and Cast experience
- Communicate and partner with other leaders, peers and partners to ensure smooth day-to-day operations
- Conduct regular meetings with Cast Members to communicate relevant information
- Recognize, coach, develop and mentor a diverse team of Cast Members
- Ability to be flexible with work schedule; including weekends, variable shifts, and holidays
- Minimum 2 years leadership experience (Manager/Supervisor, Coordinator/Keyholder, GT, Trainer, etc.)
- Demonstrated strong leadership skills with the ability to function effectively in a team environment
- Proficient in basic computer functions necessary to operate in a Windows environment and adaptable to new technology
- Demonstrated strong inter-personal skills with the ability to function in a team environment
- Demonstrated positive attitude with the ability to serve as a role model for performance excellence
- Proven self-starter who continually pursues learning opportunities
- Ability to understand the impact of financial aspects of an operation (i.e. operating budget, revenue, labor, inventory systems, costs, etc.)
- Demonstrated 6 months experience in Walt Disney Parks and Resorts operational area within the last 5 years
6
Guest Experience Manager, M&M s World Resume Examples & Samples
- Trains and educates associates on new product knowledge, selling strategies and new merchandise presentation techniques
- Ensures all areas of the store including Onstage and Backstage are neat clean,
- Minimum 2 years experience managing in a fast paced, high volume retail operation
7
Guest Experience Manager Resume Examples & Samples
- Lead a food and beverage operation by with an emphasis on orchestrating the operation while Guests are present and ensuring exceptional food quality and presentation
- Actively observe working conditions ensuring Cast Members are adhering to Safety standards, and seeking opportunities to continuously improve
- Minimum 2 years Leadership experience in the Food & Beverage Industry (Manager/Supervisor, Coordinator/Keyholder, GT, Trainer, etc.)
- Ability to understand the impact of financial aspects of an operation (i.e. Operating Budget, Revenue, Labor, inventory systems, food cost, etc.)
- Ability to be flexible with work schedule, including weekends, variable shifts, and holidays
8
Guest Experience Manager Resume Examples & Samples
- Has regular and close contact with hotel guests. Organizes meetings with guests to collect feedbacks and ideas
- Makes recommendations and propositions to the managers
- Ensures that the PGEP tools (modules on standards implementation, internal surveys, audits, and social media) are deployed, used and understood
- Maintains the accuracy and consistency of data and information within the PGEP tools
- Responds to guest comments and monitors correspondence with the guest
9
Guest Experience Manager Resume Examples & Samples
- POSITION RESPONSIBILITIES/DUTIES
- Partner with the Director Guest Experience to evaluate survey results and develop service strategies and programs using visible metrics to stimulate impeccable and consistent service to guests, in alignment with department and property goals/objectives
- Oversee guest relations communication and processes for all guest-impact departments in accordance with property service standards
- Oversee the distribution of Guest Feedback throughout property departments (newsletter, attend department team updates, BOH boards, etc.); includes collaborating with other departments to create property-specific content and communications
- Track and analyze monthly offer redemption allotments and monthly ROI (folio spend during return stays specifically), make suggestions to department and property leadership as to necessary adjustments and areas to focus on; follow through on approved methods of adjustment and implementations initiated in areas of focus
- Oversee the execution of service recovery for guest requests, issues, and complaints that are recorded in Go Concierge; follow up with individual departments regarding any necessary guest service, quality control, and/or problem resolution training and procedure/policy updates
- Ensure departmental and company-wide guest experience standards are followed and enforced; work with department and property leadership to implement new or updated guest service standards, training, policies/procedures, etc
- Manage and oversee the internal shop program, ensuring timely response and reporting out of shop data and scores to property and department leadership/management teams; provide insight and recommendations to improve scores and address prevalent issues
- Partner with operations divisions, regularly reviewing and analyzing data to generate action plans to address service deficiencies/goals in the area of process improvement, training and employee performance management
- Provide input into the research, development, evaluation and implementation of new products, services, technology and processes to ensure National Harbor’s competitive position and in anticipation of changing customer needs within the dynamic hospitality and gaming environment
- Focus on low performing/scoring departments and assist with improvements
- Produce weekly complaint reports for departments and analysis data and make necessary recommendation to improve guest service
- Assist Director of Guest Experience and Executive Director of Hotel Operations in implementing and conducting a Pre-Arrival program for our guests such as: Phone call prior to arrival and offer additional services; dinner and show reservation assistance
- Manage Human Resources responsibilities including: creating a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training and succession planning processes that encompass the company’s diversity commitment; adherence to the company’s status quo third party representation philosophy; compliance with company policies, legal requirements and collective bargaining agreements
- Manage the Guest Experience Specialists responses to travel sites reviews daily: Trip Advisor, Booking.com, Travelocity and other social media sites; includes reviewing and approving responses, and ensuring appropriate follow-ups and resolutions are executed
- Keep the Director of Guest Relations informed on all pertinent information related to the Department and reports irregularities and problems as they occur along with recommendations and solutions
- Collect and analyze data and pertinent information in order to make recommendations for department staffing and guest service strategies to property and department leadership teams
- Facilitate training and service improvements by developing and communication of new procedures, quality inspections
- Other job-related duties as required
- Guest Experience Specialist (2)
- Five or more years of experience in the hotel industry or customer service focused role
- Bachelor’s Degree in Business Administration, Hospitality, or equivalent work experience
- Thorough knowledge of business English and spelling. Ability to prepare routine documents and compose business
- Ability to operate and troubleshoot a variety of standard office equipment
- Ability to identify needs set goals and training standards for the delivery of effective training to meet individual or group needs
- Ability to deal effectively with all business contacts through interpersonal skills
- Ability to articulate clear expectations and motivate others to act in the interest of the organization
- Identify performance issues and bring them to employee’s attention in a positive manner; Provide employees with tools and resources to correct the performance issues
- Ability to lift and carry boxes weighing up to 50 pounds for distances of up to 100 feet and to manipulate them from heights which may require the use of a foot stool
- Ability to sit, stand, walk for extended periods
10
Guest Experience Manager Resume Examples & Samples
- Being accountable for the arrival and departure experience
- Assisting to set clear strategies and goals to enhance employees and guest experience
- Mentoring and coaching to ensure maximum engagement of teams
- Ensuring that all associates deliver the brand promise and provide exceptional guest service at all times
- Handling all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily
- Ensuring that each profit centre is operated in line with maximising profit while delivering on the brand promise
11
Guest Experience Manager Resume Examples & Samples
- Manages the Guest Experience Ambassador and Guest Services Teams. Interviews, trains and schedules the staff. Conducts Performance Evaluations and disciplines staff when needed
- Coordinates arrivals, departures and billing requirements with Sales and Catering Department. Blocks rooms for arrivals and ensures any discrepancies are resolved. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups
- Assures that all financial and credit procedures are followed. Follows up on credit problems with Front Office Manager and/or Credit Manager. Reviews all paid-outs, rebates, Petty Cash disbursements and Direct Billings. Checks cashiers’ work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements
- Takes action in all matters related to the safety, security, satisfaction and wellbeing of hotel guests and employees when senior managers are not available. Responds swiftly and effectively in any hotel emergency or safety situation
- Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests
- Works harmoniously and professionally with co-workers and supervisors
- Accepts reservations, changes and cancellations in the absence of Reservations Department Staff. Can answer guest calls and direct them appropriately in the absence of a Communications Operator
- Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Concierge, Bell Staff, Business Center, and lobby coverage
- Provides basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service
- Ensure smooth handling of guest luggage, deliveries and special requests
12
Guest Experience Manager Resume Examples & Samples
- Establishes and maintains relationships with guests, joint venture partners and staff at all levels
- Promotes service vision and philosophy by assessing staff behavior and interactions and provides feedback and/or recommendations
- Implements and follows up to ensure that a proper “On-Boarding” process has taken place for all staff and assess the effectiveness
- Gather and analyze guest feedback (RezQueue, comment-card, letters, internet, one-on-one interactions) and provide management with feedback summary and recommendations
- Act as guest liaison in service recovery situations
- Partner with the Hotel Manager, Front Desk Manager for the assessing, delivery and follow-up on training
- Provides feedback based on observation of daily walkthrough to the appropriate staff and managers to ensure design integrity
- Maintains constant presence in the public areas to observe critique and provide feedback on the guest experience
- Minimum two year experience in assessment, development and delivery of training
- Having worked in a quality customer centric environment
- Experience in building relationships with a diverse group of individuals
- Managerial/leadership skills
13
Guest Experience Manager Resume Examples & Samples
- Leads and supports all Guest Experience initiatives at the property
- Supports GM in driving a guest centric culture in the hotel and create awareness and understanding among all Ambassadors on the importance of guest experience
- Represents Guest Experience / be the voice of the guest daily at the morning briefing with updates and highlights points for improvement and guest praise
- Reviews and communicates the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders
- Works with and supports Department Heads to prepare for LQA Brand Assurance audits
- Leads and develops a team of Guest Experience Champions within the hotel to conduct deep dives/self-assessments and identify improvement opportunities and solutions
- Champion the internal communication of guest experience related matters and updates to all Ambassadors in the hotel
- Reviews MAPs proposed by each department post-LQA Mystery Visit and supports and follows up implementation by Department Heads
- Work closely with Department Heads to assess service standards and delivery on a regular basis
- Monitors results of other quality management programs such as Resavision, iPerform for MICE, Hygiene audit and follows up action plans from the relevant Department Heads whenever necessary
- Works in partnership with all relevant external partners to ensure external training is conducted where applicable, e.g. HOTSOS, VOG Trust You, Diversey, Signature,…
- Ensure the relevant teams and stakeholders respond to all Guest feedback, e.g. VOG GSS, and consumer-generated content on various social media sites or travel sites (100% of negative reviews/feedback and at a minimum 50% of positive reviews/feedback)
- Reviews and communicates best practices implemented in other LUB hotels, follow-up on implementation at the property when relevant
- Attends Regional/Global Guest Experience meetings/training as required
- Ensure adherence to the attached task list which provides a framework to the Guest Experience Manager’s role
- Bachelor’s Degree in Hospitality/HR or related areas
- Strong user knowledge of Microsoft Outlook and Microsoft Office tools
- Experience in 5-star Luxury Hospitality required
- Strong background in hotel operations; (minimum of 5 years in hotel operations including at least 2 years of Duty Manager / Assistant Manager position)
- Strong experience with the setup and management of a Quality Management System
- Experience in partnering and working closely with different stakeholders at various levels including Regional/Global teams
- International experience, having worked in different continents and being sensitive to different cultures and ways of life
14
Guest Experience Manager Resume Examples & Samples
- Minimum 2 year's experience in Guest Relations and Club Floor Management in a 5* Hotel
- Excellent customer relations, problem solving and time management skills
- Working knowledge of hotel property management systems such as Opera, etc
- Understanding of point of sales systems such as Micros
- Arabic speaking an advantage, but not a must
15
Guest Experience Manager Resume Examples & Samples
- Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence
- Supervises Concierge and/or Bell Staff, Executive lounge and Guest Relations
- Implements the customer recognition/service program, communicating and ensuring the process
- Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance
- Sends copy of customer satisfactions report to all departments on a weekly basis
16
Japanese Guest Experience Manager Resume Examples & Samples
- Be outwardly visible and interact with the guests/owners in all public areas to insure the proper guest experience. Serve as a public relations ambassador for the resort at all times. Routinely rotate through each area of the resort assessing quality assurance measures (cleanliness, attentiveness of staff, and any engineering needs). Consult with department managers of any areas needing attention
- Build a strong rapport with team members in each department and strive to educate, motivate, recognize and reward those exemplifying high levels of service
- Track all guest issues and complaints, maintain updated information and provide immediate guest recovery solutions. Take proactive measures to resolve any potential guest issues or challenges in service. Identify challenges and consult with department managers on suggestions for improvements or guest service enhancements. Works with appropriate managers to implement changes
- Ensures that all VIP rooms are inspected before arrival. Will greet and escort VIP to the room
- Responsible for daily inspection of at least 5 units per day. Performs a minimum of 25 inspections per week
- Performs daily inspections of public area items such as carpet cleaning, furniture cleaning, deep cleaning of hallways and stairways, health club, etc. to ensure HGVC’s standards are met. Reports any discrepancies to the proper department
- Attend all department pre-shift meetings to ensure proper communication of all pertinent guest issues to include occupancy levels, groups/owners in house, guest feedback, process reviews and any necessary interdepartmental information
- Coordinates all potential sell-out situations with Executive Housekeeper to ensure that all vacant rooms are assigned to a Housekeeper for cleaning. Coordinates all additional needs with the Guest Services Manager
- Prior hospitality management experience - Front Office and Housekeeping experience required
- Exhibits a professional demeanor, business savvy and strong public relations skills
- Ability to speak, write, read English and Japanese
- Ability to perform multi-task assignments
- Demonstrated ability to provide exceptional customer service
17
Royal Service & Guest Experience Manager Resume Examples & Samples
- Approach all encounters with guests and colleagues in a professional and personalized manner
- Maintain regular attendance in compliance with Fairmont standards, as required by scheduling, which will vary according to the needs of the business
- Maintain high standards of personal appearance and grooming, outlined by Fairmont Hotels and Resort grooming policy
- Coordinate with Front Office Managers the arrival, departure, and special needs of VIP and FPC guests
- Prepare VIP arrival folder (keys pre-cut, personalized business cards)
- Meet and greet VIP guest and escort to guestrooms
- Identify and solicit potential new FPC members
- Must be able to maintain the confidentiality of all guest information and pertinent hotel data, as well as the security of high profile guests in accordance with hotel standards
- Place pre arrival calls to all VIP guest to identify special requests and obtain arrival times
- Actively participate in daily briefings and meetings, spearheading the Service Excellence Committee
- Lead and manage all aspects of the Royal Service department and Guest Experience department to ensure all service standards are followed
- Check and approve monthly telephone statements
- Establish and maintain an effective communication process with all departments, in particular with Front Office, Housekeeping and Engineering
- Complete projects in a timely manner required by the Front Office Director and Director of Rooms
- Previous experience in the hospitality industry as an assistant manager required
- Proven ability to lead a successful team
- Computer literate in Microsoft Windows applications and Opera required
- University/College degree in Hospitality preferred
- Highly responsible and reliable
- Ability to focus attention on guest needs remaining calm and courteous at all times
- Long hours may sometimes be required along with flexibility
18
Guest Experience Manager Resume Examples & Samples
- Manage the day-to-day operation of the retail area, ensuring efficiency, safety, and world class customer service for our internal and external customer
- Meet secondary spend, Key Performance Indicators (KPI), and Mystery Visit targets while controlling labor costs, costs of sale, and other expenses
- Assist with the implementation of cost control measures in all commercial spend areas, to ensure the maximization of profit at all times
- Ensure the merchandising and display stock levels meet both brand standards and replenishment is carried out consistently
- Accountable for monthly and annual inventory control
- Oversee the timing of the stock orders to maximize key trading periods and factor in the lead times and IP rights involved for LEGO products
- Adopts an enthusiastic, assertive and passionate approach to guest service, and demonstrates the Merlin Values at every opportunity
- Responsibility to ensure compliance of Health, Safety & Security within the workplace and in line with the Group Policy (HS001)
- Manages up to 20+ direct reports; up to 50+ indirect reports. Works closely with HR to ensure all policies and procedures are followed in accordance with company policy and applicable laws
19
Guest Experience Manager Resume Examples & Samples
- Ensure that all Standards of Service & Operational Procedures are adhered to
- Ensure all guest procedures, including FPC/VIP are being met or exceeded on a daily basis for all FPC/VIP guests
- Coordinate the Arrival, Stay and Departure experiences for the guests, including FPC/VIP guests, to ensure a seamless experience
- Liaise with all key departments to gather the correct information relating to each VIP and high profile FPC guest
- Communicate relevant information and special requirements to all departments to ensure the expectations of guests, including all FPC/VIP, are exceeded
- Create Daily and Weekly reports highlighting the upcoming arrivals and in house VIP’s and FPC guests
- Review all VIP and high profile FPC guest arrivals for the next ten days on a daily basis
- Coordinate with Front Office and Housekeeping to ensure VIP and FPC preferences are consistently met
- Assist VIP and high profile FPC guests with preparation of activity itineraries and ground transportation when applicable
- Perform pre-arrival communication to VIP and FPC guests when applicable to ensure the correct information is obtained and communicated to departments prior to arrival
- Contact with each VIP and FPC guest during their stay and assist with any needs that arise
- Ensure all FPC/VIP folios are correct and delivered the night prior to departure; schedule check out services with Guest Services team
- Review all FPC/VIP guest incidents and ensure proper follow up is completed with the relevant departments
- To provide continuity of management in regards to emergency response and crisis handling – ensuring that team members and guests are aware of the situation and appropriate responses
- Assist with the coordination of management of the Front Desk, Guest Services, Fairmont Gold, Royal Service and Business Centre Departments while on duty to ensure a smooth operation and the highest level of guest satisfaction
- Oversees group business, reviewing and ensuring details of group resumes are met and serve as a liaison with the group organizer
- Minimum of 5 years previous management experience in Front Office operations desired
- Bilingual in Mandarin & English
- Exceptional interpersonal and organizational skills; written and verbal communication skills
- Knowledge of computerized Front Office systems required with emphasis in Micros-Opera based programs
- Computer proficiency in a Windows environment (Word, Excel, PowerPoint)
- Enthusiastic team player, with strong self initiative
- Experience in Hotel loyalty programs, such as Fairmont’s Presidents Club
20
Guest Experience Manager Resume Examples & Samples
- Communicator and team player
- Passionate about hospitality/Guest oriented, outgoing and service minded
- Good interpersonal skills and self-confidence
- Sales oriented/commercial savvy
- Dynamic, autonomous and proactive
- A thorough and organised approach
21
Senior Guest Experience Manager Resume Examples & Samples
- Experienced in Hotel Operations or theme park for a minimum of 2 years
- Ideally experience in duty management
- Hotel background ideal or customer focused service role is necessary
- Standards orientated and an excellent eye for detail
- Good communicator
- A strong influencer at all levels and able to talk to guests from all walks of life
- Able to take ownership for problems and make decisions
- Use of Opera and crisis management experience is an advantage
- Demonstrates passion, energy and warmth in personal interactions
22
Guest Experience Manager Resume Examples & Samples
- Recognize cast members and hold them accountable for delivering excellence in safety, courtesy, show and efficiency
- Exceed guest expectations that yield results and positive guest feedback
- Partner closely with the resort hotel Front Office and other teams to ensure delivery of clean and ready rooms
- Conduct daily pre-shift breakout meetings to communicate relevant information to cast members
- Support local projects and monitor any potential impacts to the guest and cast experience
23
Guest Experience Manager Resume Examples & Samples
- Must have a minimum of 2 years as a manager, preferably in Front Office
- Must have a working knowledge of the Front Office & Concierge aspect of Four Seasons service, policies or operations and general knowledge of Housekeeping, the hotel and area
- Able to efficiently and effectively handle stressful situations and guest concerns/complaints
- Have access to a robust benefit package that includes: Medical, dental, life insurance, 401k plan, paid vacation, educational assistance program, and complimentary stays at other Four Seasons Hotels and Resorts
24
Senior Guest Experience Manager Resume Examples & Samples
- Previous experience of handling complex guest complaints
- A passionate and dedicated person focused on the guest experience
- An understanding of Key Performance Indicators
- Able to deliver a high level of Guest Care
25
Guest Experience Manager Resume Examples & Samples
- Leads and supports all Guest Experience initiatives within the property
- Supports GM in driving a Guest-centric culture in the hotel and in creating awareness and understanding among Connectors on the importance of the Guest Experience
- Conducts Guest Experience Management induction for new hires and thorough induction on Guest Experience for all new Department Heads/Managers within the first month of employment
- Champions the internal communication of Guest Experience related matters to all Connectors in the hotel
- Reviews VOG performance and Guest feedback daily, identifies trends and areas for improvement on a regular basis and shares with relevant stakeholders (at a minimum once a week)
- Collects direct feedback from Guests and facilitates new ways of collecting insights
- Represents Guest Experience (is the internal Voice of the Guest) daily at the morning briefing (Luxury Forum) with updates, highlighting points for improvement and praises
- Conducts/Presents a weekly/monthly Guest Experience meeting with Department Heads, communicates performance, supporting and pushing Management Action Plans
- Conducts/Presents a monthly (as needed eg Alerts) Guest Experience meeting with Operations to address recurrent Guest feedback and challenges, performing root-cause analysis, problem resolution & prevention plans, following-up on necessary actions and implementation
- Is fully knowledgeable about the brand standards and facilitates, checks and ensures full implementation at the hotel by the teams
- Works closely with Department Heads to assess service standards and delivery on a regular basis
- Conducts regular property self-assessments on the brand standards and other quality programs (full self-assessments at a minimum 4 times per year)
- Works with and supports Department Heads to prepare for Brand Assurance mystery visits
26
Employee & Guest Experience Manager Resume Examples & Samples
- Plan and coordinate processes and activities associated with employee engagement and guest service
- Will be lead in maintaining metrics and sharing information with the corporate office
- Will be the venue’s brand ambassador and the face of the service culture program
- Administer anniversary service awards and other employee recognition and guest service programs
- Research best practices and collaborate with the General Manager to develop venue opportunities to increase employee engagement, increase guest satisfaction
- Help facilitate new employee orientation
- Manage applicable venue service program budget and process vendor invoices
- Taps into their creativity to create employee and guest materials and to problem solve
- Comfortable drawing out or collecting feedback from all employees
- Has a natural interest in helping others and a heart for service
- Public speaking or group facilitation skills a plus
- 3+ years office experience
27
Guest Experience Manager Resume Examples & Samples
- Leading the team - Lead, develop and set the direction for a high-volume, table-service restaurant team while establishing the accountabilities to deliver Guest Excellence, Cast Excellence, and optimal financial results. Model Disney Leadership behaviors and promote an emphasis on the Four Keys business standards
- Managing the operation - Ensure Food and Beverage operations are led through active, on-stage management ensuring exceptional products and services as well as a safe and efficient operation. Partner with restaurant management peers to operate the entire portfolio of high-volume locations. Daily labor processing
- Supporting resort and division initiatives - Lead the implementation of the overall strategies and goals of your dedicated location
- Engaging Guests – Engage Guests for feedback including issue resolution. Manage Guest metrics
28
Assistant Guest Experience Manager Resume Examples & Samples
- Reviews VOG performance and guest feedback daily, identifies trends and areas for improvement on a regular basis and shares with relevant stakeholders (at a minimum once a week)
- Conduct Guest Experience Management overview induction for new hires and thorough induction on Guest Experience for all new Department Heads/Managers within the first month of employment
- Conducts a weekly Guest Experience meeting with individual Department Heads, communicates performance, supports and pushes Management Action Plan efforts
- Conducts regular property self-assessments on the Operational Brand Standards and other quality programs (at a minimum 4 times per year)
- Participates to the annual revision of Operational Brand Standards with Regional/Global teams
- Conducts Brand Assurance refreshers training from time to time to all Department Heads
- Have direct contact with guests to collect direct feedback and facilitate new ways of collecting more in-house feedback
- 1 to 2 years
29
Guest Experience Manager Resume Examples & Samples
- Supports GM in driving a Guest-centric culture in the hotel and in creating awareness and understanding among Ambassadors/employees on the importance of the Guest Experience
- Champions the internal communication of Guest Experience related matters to all Ambassadors/employees in the hotel
- Conducts a weekly Guest Experience meeting with Department Heads, communicates performance, supporting and pushing Management Action Plans
- Conducts a monthly Guest Experience meeting with Operations to address recurrent Guest feedback and challenges, performing root-cause analysis, problem resolution & prevention plans, following-up on necessary actions and implementation
- Participates to the yearly review and update of operational brand standards by contributing with relevant feed-back to Regional/Global teams
- Leads and develops a team of Guest Experience Champions within the hotel to conduct deep-dives/self-assessments and identify improvement opportunities and solutions
- Conducts Brand Assurance refresher trainings from time to time to all Department Heads
- Reviews MAPs proposed by each department post mystery visit, supports and follows-up implementation by Department Heads
- Works in partnership with all relevant external partners to ensure training is conducted where applicable, e.g. HOTSOS, VOG Trust You, Signature,…
- Ensures the relevant teams and stakeholders respond to all Guest feedback, e.g. VOG GSS, and consumer-generated content on various social media sites or travel sites (100% of negative reviews/feedback and at a minimum 50% of positive reviews/feedback)
- Contributes to the development and implementation of Management and/or Ambassadors/Employees trainings
- Reviews and communicates best practices implemented in other LUB hotels, follows-up on implementation at the property whenever relevant
- Attends Regional/Global Guest Experience meetings/trainings as required
30
Guest Experience Manager Resume Examples & Samples
- All hotel features/ services and hours of operations
- All hotel restaurant food and beverage concepts, menu price range, dress code and ambiance
- All hotel room types, number/ names, layout, appointments, amenities and locations
- All hotel room rates, special packages and promotions
- Daily house counts and expected arrivals and departures (particularly VIP’s)
- Local events, attractions and holiday schedules
- Bachelor degree (preferred in hospitality)
- Good written and oral communication skills
- Multi-lingual preferred. Previous training in guest relations
- Ability to focus attention on details. Ability to input and access data in computer
31
Assistant Guest Experience Manager Resume Examples & Samples
- Works with the Guest Experience Managers to create weekly Guest Experience Team schedules. Must ensure schedules are done is a timely manner, are accurate and meet the staffing requirements for daily attendance
- Maintain standards of guest service quality. Contribute to the profitability and guest satisfaction perception of other hotel departments. Increase level of guest satisfaction by delivery of an improved product through employee development, job engineering and quality image
- Ensure staff uses guest interaction skills. Reward employees who meet or exceed guest expectations
32
Guest Experience Manager Resume Examples & Samples
- Guest Experience Manager works closely with all departments to assess service standards and delivery on a regular basis
- Provides necessary explanations and training for the hotel’s heads of department in establishing a continuous improvement process and in introducing any necessary changes in working flow
- In collaboration with the heads of department, develops processes and defines or adjusts operational actions enabling the hotel to deliver a product and service that matches the guest promise as closely as possible
- Leads and develops a team of Guest Experience Champions within the hotel to conduct deep-dives / self assessments and identify improvement opportunities and solutions
- Respond to all Guest feedback. E.g. VOG, TrustYou, and guest-generated content on various social media platform or travel site
- Reviews and communicates best practices implements in other LUXE hotels, follows up on implementation at the property whenever relevant
- Champions the internal communication of Guest experience related matters to all connectors in the hotel
- Support GM/HM in driving a guest-centric culture in the Hotel & Residences and in creating awareness and understanding among connectors on the importance od the Guest Experience
33
Guest Experience Manager Resume Examples & Samples
- Maintain a warm and friendly demeanor and be an Ambassador of Aloha Spirit at all times
- Must be able to effectively communicate both verbally and written (Japanese/English), with all levels of employees and guests in an attentive, friendly, courteous and service oriented manner
- Able to approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner
- Assist with manager on duty coverage when needed and perform other duties as requested by management
- Respond to all guest concerns filtered through hotel departments, social media, and guest satisfaction index either in person, electronically or by phone. This includes all reviews that come from Revinate and social media outlets, as well as guest emails associated with the Japanese websites and respective department inboxes
- Monitor trends associated with service levels/guest complains. Chart out possible trends in the hotel through utilization of Revinate to work proactively with the department managers on resolutions for top problems and trends in the hotel
- Serve as a lobby ambassador to greet guests and assist them with their needs. Be visible in the lobby whenever a line exists to assist guests during their wait. Be present in the lobby during VIP arrivals to meet, greet, and assist in any way to ensure a memorable stay. Manager will keep the hotel manager informed of the progress of lobby rotation duty
- Perform front office administration duties as needed to include compiling reports for management, assisting with payroll, and distributing the mail for front office
- Assist with front office operations which include front desk and other operational departments
- Work/communicate with managers or departments regarding guest issues or other areas of concern. This includes but is not limited to sharing TripAdvisor and Revinate comments at daily stand ups and weekly staff meetings. It also includes working with department heads on specific problems in their departments that are brought up in surveys for quick resolution to the guest and preventive measures for the future
- Appropriately weigh all sides of a situation and fairly compensate guests in a consistent fashion, when necessary. Utilize full empowerment to ensure guests are happy pre-stay, during, and post stay
- Attend departmental and morning meetings and take notes and distribute to the operational team
- Evaluate and respond to social media, online service channels to enhance reputations and representation of the hotel. This includes but is not limited to posting local current events with pictures pre-event and post event to continue local interest, post all promotions in the restaurant or rooms, posting all public relation events such as charity events conducted by the hotel. Social media should be posted daily alternating with all of the subjects above so the followers obtain various information of interest
- Give recommendations for improvement and enhancement where needed. This will entail analyzing the top three problems every month with the hotel manager and department heads to come up with root causes and action plans to improve. Most of this is compiled from Revinate will also be analyzed into this data
- Able to read, write, and speak Japanese fluently
- Excellent verbal and communication skills required
34
Guest Experience Manager Resume Examples & Samples
- Have the ability to demonstrate your unique personality and service style while fulfilling the brand standards of the Four Seasons
- Be presented with competitive pay scheme along with a fair share of service charge on monthly basis
- Earn complimentary rooms nights based on your service period with the Four Seasons
- Be provided Twin furnished accommodation
- Be provided with meals in Employee Restaurant
- Be able to spend leisure time in our Employee Lounge equipped with foosball table, pool table, table tennis, PS4 & TV
- Get free WIFI in employee lounge and living areas
35
Guest Experience Manager Resume Examples & Samples
- Manages the Guest Relations function and partners with GM, Leadership team and managers to address, respond and resolve all guest issues while guests are still in-house
- Supports operations of resort by managing owner and guest relations, and analyzes key metrics to help improve overall guest satisfaction
- Assists the GM & Director of Operations in resolving and responding to guest issues received through correspondence or submitted through Owner Services, the Guest Satisfaction Survey, the Customer Relations and Communications group or the Guest Relations group
- Follows-up with guests who expressed a concern/issue to ensure complete satisfaction; composes response letters and tracks in the appropriate system(s)
- Performs daily resort inspections to include a combination of common areas, amenities, outlets, and guest units. Documents the condition of these areas and shares with appropriate leadership
- Coordinates Manager on Duty efforts for the entire week ensuring the resort has proper coverage on all shifts throughout the week
- Develops the resort’s Pre-arrival call process consistent with the company’s expectations
- Manages the Pre-arrival process on an ongoing basis
- Performs special projects as designated by the General Manager and/or Director of Operations
- Reviews all planned projects to determine the potential impact of a project to the guest experience and develops plans to mitigate unfavorable encounters for guests resulting from the work
- Informs and/or updates executives, peers and subordinates on relevant guest relations information in a timely manner
- Identifies and analyzes guest relations challenges and facilitates the development of solutions to prevent reoccurrence
36
Guest Experience Manager Resume Examples & Samples
- Manage the Front Office operation – You will be expected to spend up to 80% of each day working in the operating area and interfacing with Guests and Cast Members. Make day-to-day operational decisions that benefit Guests, Cast Members and the business. Monitor daily staffing levels and anticipate shift coverage needs based on demand
- Position for success - Support local projects and monitor any potential impacts to the Guest and Cast experience
- Demonstrated ability to influence and be an agent for change
- Demonstrated creative thinking skills
- Proven ability to effectively manage and prioritize multiple responsibilities
- Ability to be flexible with work schedule, including weekends, variable shifts and holidays
- Previous experience with Opera Property Management System or related property management systems
- Demonstrated multilingual skills
37
Guest Experience Manager Resume Examples & Samples
- Implement new Front Office policies and procedures as required in order to standardize guest’s service delivery. Performs on the job training and coaching to ensure all colleagues are capable of delivering the Holiday Inn standards
- Meet and greet all V.I.P. and long term guests to ensure that their rooms are inspected and prepared prior to arrival, driving the welcome/farewell interviews
- Drive the enrolment of IHG Rewards and Ambassador Members ensuring enrolments are in line with the required targets as set in the Performance Tracker
- Work closely with the Duty Managers to control room availability, room types, accuracy of room count and correct rate grid applied in alignment to hotel’s business strategy
- Liaise with Housekeeping and Engineering Department to ensure room standards are maintained and the “Room Ready on Arrival” policy is adhered to
- Ensure colleagues maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees
- Organizes and facilitate Resident’s cocktail parties
38
Guest Experience Manager Resume Examples & Samples
- Partners with the Director of Guest Experience to develop service strategies and programs with visible metrics to promote the highest level of consistent service to guests in alignment with department & property goals and objectives
- Oversees guest relations communication and processes for all guest-impact departments in accordance with property service standards
- Provides leadership to the Guest Relations Specialist
- Manages the internal shop program ensuring timely response and reporting out of shop data and scores
- Partners with operating divisions, regularly reviewing and analyzing data to generate action plans to address service deficiencies/goals in the area of process improvement, training and employee performance management
- Partners with Human Resources Learning & Development to facilitate guest service training in New Hire Orientation and new leadership on boarding
- Assists department leaders in creating guest service training programs and awards for employees
- Partners with Human Resources Communication to ensure consistent and timely communication of property service scores via multiple communication channels
- Develops a recognition program surrounding guest service related programs, i.e. internal shop scores and exceptional mentions
- Previous experience utilizing the Guest Survey programs (i.e., GEM)
- Ability to facilitate cross-departmental meetings and build organizational buy-in by being persuasive, yet tactful
- Highly organized, meticulous, and detail oriented
- Exceptional interpersonal skills to build and maintain strong relationships with a diverse workforce
- Working knowledge of Microsoft Word, Excel, and Power Point
- Experience with gaming and/or hotel IT systems (e.g., Patron, Opera)
39
Guest Experience Manager Resume Examples & Samples
- Develop, lead and support all guest experience initiatives
- Support hotel by driving a guest centric culture by creating awareness and understanding among all colleagues of the importance of the guest experience
- Reviews VOG performance and guest feedback daily, identifies trends and areas for improvement on a regular basis
- Represents guest experience and is the voice of the guest at daily operations meetings bringing updates and highlights for improvement and recognition
- Participate in delivery of Service Promise modules during new hire orientation
- Conduct a minimum of 4 (annually) internal hotel service assessments guided by brand and LQA standards
- Support department heads in preparation of LQA assessments
- Lead and develop a team of guest experience champions to conduct departmental self-assessments and identify improvement opportunities and solutions
- Conduct brand awareness / LQA standard refresher training
- Champion internal communication of guest experience related matters
- Review post LQA audit action plans and follow up on implementation by department heads
- Ensure direct and ongoing guest contact to collect feedback and facilitate efforts to gather more
- Work closely with department heads to assess service standards and delivery on a regular basis
- Works in partnership with external partners to ensure external training is conducted where applicable i.e. VOG, RSM
- Support online reputation management efforts as needed
- Assist the Director, Front Office as needed including Manager on Duty coverage
- Consistently offer professional, friendly, personalized and engaging service
- Proactively review and present opportunity based solutions to future guest impacting events
- Identify opportunities to WOW guests with special Fairmont Moments
- Identify and execute personalization strategies for guests
- Daily, weekly and monthly review of arrival flow and pattern, ensuring concentration on VIP arrivals
- Review internal and external best practices to ensure the hotel remains a trendsetter in the industry through development and implementation of innovative products, services and processes
- Actively participate in Service Excellence Committee and present actions to executive office
- Drive Service Improvement efforts within the property by analyzing, interpreting and focusing all data sources into a service improvement plan
- Implement, train and review & leverage technology within the Rooms Division and other guest facing departments
- Assist guests regarding hotel facilities in an informative and helpful manner
- Previous rooms experience in a 4 or 5 star luxury hospitality setting
40
Guest Experience Manager Resume Examples & Samples
- Perform supervisory responsibilities in accordance with the policies, procedures and applicable laws. Responsible for hiring, training, scheduling, and disciplining of colleagues. Handle employee inquiries, and resolves issues, address employee relations issues and has decision making responsibilities as it relates to managing a staff. Train staff on standard operating procedures and ensure compliance. Inspire, mentor and develop staff to deliver world class service in all aspects of the operation that delight and exceed expectations of our guests, clients and partners
- Manage event staff for all events. Create staff schedules based on event calendar ensuring event needs are met. Manage payroll for all event staff. Assist with tracking monthly labor costs
- Demonstrate strong leadership, exemplary service, mentorship and guidance as well as overall guest experience to ensure guest satisfaction
- Research and identify new methods of improving the guest experience
- Respond to guest inquiries during and after each event upholding the absolute highest standard of customer service. Keep a comprehensive log of all occurances
- Interact with guests at every event to ensure they are having the best possible experience which includes but is not limited to: overseeing the guest ingress and egress and working with Operations and Security to improve this process, facilitating marketing, group sales and promotional giveaways during games, execution of designated driver program
- Respond to all communications directed to Guest Relations from the websites. Disperse follow up to the proper departments as necessary
- Manage the relocation process at all events, including speaking with guests and ticket sales representative in advance in order to reserve relocation spots
- Prepare event paperwork including briefing sheets and assignments
- Conduct pre-event briefings for event staff as required
- Process post-event paperwork including incident reports, medical reports, supervisor notes, etc
- Assist in fulfilling guests special needs (i.e. hearing impaired guests with ticket purchasing, securing an interpreter for the event, seating etc…) that these guest wish to attend
- Address and facilitate solutions to guest’s complaints during events
- Work with the box office to solve ticket and seating issues and plan and delegate procedures to satisfy the seating of our guests at all events
- Manage staff uniform and equipment procurement, distribution and inventory control
- Assist with day to day needs of the Operations Department and handle other department’s questions or our colleagues who may be unavailable at that time
- Bachelor’s degree or equivalent combination of education and experience related area
- Minimum 3 year’s supervisory experience. The ability to effectively coach, mentor, and assess performance. Strong supervisory skills with the ability to motivate a diverse workforce
- Possess the highest integrity and ethical standards
- Ability to tactfully handle stressful situations
- PC skills required. Proficient with Microsoft Office (Word, Excel, PowerPoint) and general office applications
- Ability to work irregular hours including, nights, weekends and holidays
- Experience working in the sports and entertainment industry
- Frequent visual/auditory attention
- Ability to walk and stand for long periods of time
- While performing the duties of this job, the colleague is regularly exposed to a facility environment, outside weather conditions, extreme cold/heat, chemicals, electricity, moving mechanical parts, high, precarious places; and fumes or airborne particles
- Required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The colleague frequently is required to sit. The colleague is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The colleague must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus
41
Guest Experience Manager Resume Examples & Samples
- Create, define and lead a consistently positive and enthusiastic approach to all aspects of guest interaction at all times
- Drive the Health & Safety of staff and guests at all times to guarantee a healthy safe place to work and visit
- Supervise the safe operation of all rides while maintaining compliance with all Merlin, state and Federal rules, regulations and guidelines
- Facilitate and support the delivery of the team briefings
- Support the Operation Team to facilitate effective visitor flow through the queue management and entry process of both Attractions and understand the visitor journey and expectations
- Coach and motivate staff throughout the attraction to maximise sales opportunities and ensure secondary spend targets are achieved
- Adopt an enthusiastic, assertive and passionate approach to Customer Service, and demonstrates the Merlin Way at every opportunity
- Support the other members of the Leadership team with their departments where necessary
- Responsible for maintaining all Merlin Safety Documentation and reporting systems
- Deliver Health and Safety training to all new and returning employees
- Facilitate New Hire Orientation to all new and returning employees
- Assist in the design and facilitation of a Guest Service Training program for all employees
- Communicate any and all health and safety related topics to team to ensure best practices are current and relevant
- Assist Operations and marketing teams in the planning and management of site events when they occur
- Assumes position of duty manager in rotation with Operations Team, ensuring the highest possible standards of guest service, education presentation, technical operation and safety in all operation areas of the Attraction
- Monitor standards of service and response to our overall product, through observations and ‘On the Day’ guest comments and recommend short and long term changes through regular feedback, daily reports and proposals
- Communicate effectively with all Supervisors/Team Leaders and front line team members on new procedures, policies and information especially those regarding Health and Safety
- Support the communication of new initiatives and strategies to ensure effective implementation
- Coaches and motivates staff throughout the attraction to maximise sales opportunities and ensure secondary spend targets are achieved
- Demonstrates strong sales approach, leading by example, throughout the attraction maximizing ticket, Events, F&B and Events spends
42
Guest Experience Manager Resume Examples & Samples
- Deliver exceptional Guest service-Ensure pre-arrival, arrival, and departing processes and procedures are completed to deliver an exceptional Guest experience. Correct problems and resolve conflict effectively to ensure 100% Guest excellence. Seek opportunities to continuously improve the daily operation. Support local projects and monitor impacts to the Guest and Cast experience
- Ensure safety-Ensure an environment where Guest and Cast Member safety are the first priority
- Exercise leadership-Recognize and hold Cast Members accountable for delivering excellence in safety, courtesy, show, and efficiency in a specific area of responsibility. Inspire, motivate, coach, and discipline Cast Members. Identify, develop, and mentor a team of diverse hourly Cast Members for future entry-level leadership positions. Oversee day-to-day financial operations that include labor, internal control processes, and other expenses
- Partner with key players-Communicate and partner within and across lines of businesses, peers, and vendors to ensure smooth day-to-day operations
43
Guest Experience Manager Resume Examples & Samples
- Guest Service-Lead and engage the Guest and Cast experience for the Private Premium and Ultimate Tour product. Strong pre- and post-engagement with a guest relations focus, ensuring the best premium experience possible
- Operations- Develop and manage the operations of the department which is highly demanded by retail and corporate VIPs of Disney Parks with a focus on labor forecasting and scheduling analytics for the operation
- Leadership-Set the direction, mentor and develop a team of 100+ hourly Disney Cast Members who function as Walt Disney World (WDW) VIP Tour Guides and the Coordinators of Disney Special Activities
44
M&M s World Guest Experience Manager Resume Examples & Samples
- Coaches associates in the moment to reward outstanding results / behaviors and to correct and improve developmental opportunities
- Manages the content and delivery of pre-shift meetings; rotate meetings to be both educational and entertaining
- Manages a group of assigned associates including Onstage: Sales, Box Office, Merchandisers and Supervisors ensuring clear expectations are communicated, results are followed up and accountability is applied
- Ensures all areas of the store including Onstage and Backstage are neat clean, organized, operational and safe
- Complies with and ensures that all associates follow company policies and procedures in partnership with Store Director ensure that store is in compliance with all employment State and Federal laws, including but not limited to wage and hour and Equal Employment Opportunity
- Ensures that the store protects company assets thorough awareness of Loss Prevention best practices, including great guest service, associate bag checks, associate purchases, as well as all other compliance to company policies and procedures
- Brand / Product Knowledge
45
Guest Experience Manager Resume Examples & Samples
- Exceed Guest expectations through 100% Guest excellence
- Responsible for ensuring an environment where Guest and Cast Member safety are the first priority and seek opportunities to continuously improve
- Maintain a strong Cast focus to inspire, engage, coach, develop, and mentor a diverse team of Cast Members
- Partner closely with other peers, other teams, and vendors to ensure smooth day-to-day operations
- Monitor daily staffing levels and adjust shift coverage needs based on demand
- Demonstrate financial acumen by managing the operating budget and daily labor costs
- Uphold current training proficiencies and sign-off on training and recertification completed by Cast Members
- Must be comfortable working in an outdoor operation in all types of weather
- Willing and able to acquire and maintain Ellis and Associates Instructor license
- Minimum 6 months leadership experience
- Maintain composure and demonstrate good judgment in difficult situations
- Ability to understand the impact of financial aspects of an operation such as budgets, revenue, and labor
- Proven organizational and time management skills with attention to detail
- Demonstrated ability to hold self and others accountable
- Previous experience working in a Recreation role or knowledge of aquatic operations
- At least two years of experience in supervising employees
- Past experience working in or leading a call center
46
Guest Experience Manager Resume Examples & Samples
- Ensure exceptional quality of service and presence of the Lobby Concierge and Bell Team
- Ensure that Fairmont Château Laurier sets the standard for guest service and anticipation of our guests’ needs
- Develop, implement & execute surprise & delight initiatives to elevate our guests’ experience
- Participate in the creation and implementation of action plans to exceed property’s goals in terms of Guest Satisfaction (VOG) and Fairmont Brand Standards compliance (LQA)
- Actively participate in the Service Excellence Committee to drive guest satisfaction
- Consistently stay current on industry/competitive trends and making recommendations for improvements
- Role model for the Lobby Concierge Supervisors as part of the regular schedule rotation, offering professional, engaging, and personalized service
- Provide exceptional information to our guests about Ottawa area attractions, restaurants, theatres, special events and other available services while proactively communicating with the Hotel team
- Assist with inquiries, messages, packages, and any plans or arrangements required by our guests
- Identify and execute personalization strategies for guests and ensure same resources are readily available to the Lobby Concierge team and colleagues
- Develop as well as maintain strong relationships with our business partners
- Role model our Service Promises and ensure all reporting colleagues have a keen focus on delivery of our Service Essentials
- Develop an engaged, enthusiastic and guest driven team through recruitment, personal and professional development and recognition
- Ensure Fairmont standards, procedures, and practices are followed by providing the highest quality of colleague training, monitoring performance and provide coaching on an on-going basis
- Participate in the planning and execution of Colleague Engagement Survey
- Cooperate, coordinate and communicate with other departments to ensure the highest level of Guest Service is maintained
- Ensure the achievement of financial objectives through accurate staffing and scheduling, consistently monitoring productivity and ensuring the accurate administration of payroll
- Promote and reinforce the Fairmont Château Laurier Health & Safety standards
- Ensure the consistent cleanliness and maintenance of Guest Services’ equipment and overall work environment as well as the proper inventory of necessary resources
- Accurate administration of the Collective Agreement
- Provide leadership support to the Front Office Management team as needed including Manager on Duty coverage
- Perform any and all other tasks which are assigned by management
- Minimum two (2) years previous Front Office supervisory experience, preferably in a luxury property
- Degree or diploma in Hotel Administration from a recognized University or College an asset
- Excellent written/spoken English and French is required
- Knowledge of Property Manager (Opera) preferred
- Computer literate in Microsoft Windows applications preferred
- Must possess a passion for service, demonstrating outstanding guest services skills, sophisticated verbal & written communication skills
- Proven service leadership skills with the ability to inspire colleagues to deliver outstanding service
- Excellent and proven interaction and training skills in order to coach and develop colleagues
- Highly organized, results-oriented with the ability to be flexible and perform well under pressure in a fast-paced, changing environment
- Must be able to work day and evening shifts including weekends & holidays
47
Assistant Guest Experience Manager Resume Examples & Samples
- Assistant Guest Experience Manager works closely with F&B Department to assess service standards and delivery on a regular basis
- Has a perfect understanding and clear vision of the brand’s guest promise, is exemplary in their manner and behavior
- Is the guest’s voice within the hotel; centralizes, analyses and processes by the hotel
- Provides necessary explanations and training for the hotel’s Outlet Manager in establishing a continuous improvement process and in introducing any necessary changes in working flow
- Works closely with Guest Experience Champions within the hotel to conduct deep-dives / self assessments and identify improvement opportunities and solutions
- Support Guest Experience Manager in driving a guest-centric culture in the Hotel & Residences and in creating awareness and understanding among connectors on the importance of the Guest Experience
48
Guest Experience Manager, M&M s World City Resume Examples & Samples
- Ensures all associates are upbeat, engaging and fun, if not take action
- Complies with and ensures that all associates follow company policies and procedures
- In partnership with Store Director ensure that store is in compliance with all employment State and Federal laws, including but not limited to wage and hour and Equal Employment Opportunity
49
Guest Experience Manager Resume Examples & Samples
- Minimum of two years of hotel operations experience
- Strong process management experience
- Associates Degree
- Must have experience with MS Office (Word, Excel, PowerPoint), MS BPOS platform (Outlook, Sharepoint)
- Experience with hotel applications such as Hotel Revenue Management Systems, Central Reservation Systems, Hotel Property Management Systems, Point of Sales, Mobile Technology and Sales and Catering Systems is a plus
50
Guest Experience Manager Resume Examples & Samples
- Has 3-4 years of relevant experience in 5* hotels or resorts
- Possesses aptitude, management skills and upward mobility
- Possesses excellent English, math and psychometric abilities
- Possesses international working experience; knowledge of a foreign language preferred
- Be provided twin furnished accommodation
51
Guest Experience Manager Resume Examples & Samples
- Spend 75% of day in lobby and public areas, interacting with guests
- Be the “Mayor of the property”, guest advocate and host, and employee cheerleader
- Actively engage with the SBE GEM group through email conversations and monthly calls, to share ideas and guest preferences
- Own the on-property Global Card (GC) and loyalty tier programs: Know and manage all tier entitlements, including amenities and upgrades. Develop / maintain / support GC and loyalty tier training and communication for staff. Liaise and build relationships with GC and tiered guests, using GuestWare to track their preferences
- Work with FOM to develop and manage a glitch log. Own and document all guest follow-up
- Champion preference collection throughout the property. Use guest preferences to personalize as many welcome amenities and guest experiences as possible
- Run GuestWare arrival report and/or 3-Day VIP report at least once a day and use it to communicate VIP/Repeat arrivals to GM and department heads at morning standup or shift change meetings
- Complete 7/10 Day VIP report at least once a week. Share with department heads, the SBE GEM group, and corporate Public Relations
- Maintain profiles in GuestWare and understand the integration between GuestWare and the Property Management System
- If requested by General Manager or FOM, read and respond to all TripAdvisor reviews. Share feedback on property and with the SBE GEM group
- If requested by GM or FOM, manage Sterling Research Group review and response program
- Adjust schedule to best accommodate guest needs
- College Degree or equivalent in Business, Hospitality, or related field preferred
- One to two years in a public contact position, preferably in an upscale or lifestyle brand hotel
- Strong English verbal and written communication skills
- Proficiency with CRM database, CRS, and PMS
- Clear knowledge of local area, including tourist destinations and of-the-moment options
- Passion for gracious, friendly, and fun customer service
- Ability to multitask and to work independently, with a close attention to detail, in a fast paced environment
- Positive and productive working relationships with other employees and departments
- Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 15 pounds without assistance
- Stand, sit, or walk for an extended period of time or for an entire work shift
52
Assistant Guest Experience Manager Resume Examples & Samples
- Reviews and monitors performance and guest feedback daily, identifies trends and areas for improvement on a regular basis and shares with relevant stakeholders
- Represents Guest Experience / be the voice of the guest in the daily job with updates and highlights points for improvement and guest praise
- Responsible for daily recording and monitoring of relevant external partner guests feedback like, Trust You, Tripadvisor, Local Measure, etc
- Ensure clients are properly welcomed and farewelled according to standards
- Compiles and maintains the daily Guest Experience Logbook and ensure any issues are followed up properly and in a timely manner
