Job Description

We are Hiring a Guest Experience Lead in our Hotel

A successful Guest Experience Lead will be responsibilities will include overseeing daily operations, ensuring employee productivity, monitoring the efficiency of all processes, and creating a positive work environment for employees. You will also meet regularly with upper management to stay

up to date

with organizational changes, issues, and improvements.



The Guest Experience Lead will report directly to the

Front Office Manager.



T

he Employee's responsibilities shall include, among other things, the following:

Overseeing the day-to-day operation of the hotel and ensuring quality and compliance with standards



To have contact with each department and inform them of the days, weeks schedules, future functions, and events.



To greet and talk to guests and to anticipate and follow through on their requests.



To have a good knowledge of the hotel and all its

equipment.



To deal with guest complaints.



To deal with any emergencies which may occur.



To commit to the sustainability ethos of the hotel and to lead by example.



To monitor procedures and equipment on an on-going basis to ensure that they have regard to both the employee's and guests'



To communicate effectively with the management team of the hotel.



To train and coach employees when required by the Manager.



To monitor the standards of cleanliness of the hotel on an ongoing basis and ensure that standards are maintained.



To ensure good lines of communication between departments.



To offer suggestions for the improvement of the service and facilities.



To set an example on presentation and grooming.



To follow through on tasks and projects.



Work with management to assess and improve processes and policies



Supervising and coordinating the activities of the various departments, such as housekeeping, front desk, maintenance, etc.



Inspecting the grounds, public areas, and guest rooms for

appearance and cleanliness



Communicating with customers and collecting feedback on improving the operation



Reporting and resolving any damages and breakdowns on the premises



Compile and execute innovative guest experiences.



Positive interaction with guests



Ensure the appropriate ambiance in all areas is

always maintained.



Ensure all staff are competent to perform their duties.



Implement on-the-job training programs and skills development programs.



Maximize staff effectiveness to ensure 100% guest satisfaction.