Guest Experience Manager

About the role

This role is 75% admin and strategy versus 25% operational. You will enhance guest and pup experience at the hotel via new strategies keeping the hotel ahead of trends.

Key responsibilities

• Manage proactive guest voice strategies for the hotel, including pulling reports, chairing fortnightly meetings, and creating creative ways to manage guest experience

• Execute and enhance the guest journey via on-brand partnerships, experiences and activations

• Be the go-to for recovering guest stays and enhancing their experience

• Enhance communication between departments to ensure consistency between Front Office and Food & Beverage experiences

• Train associates on the Brand Standard Audit and Experiential Audits

• Recover and manage the complaint process for any guest experiences

• Filtrate the hotel's Mark throughout all departments

• Work closely with the Director of Brand Management to create experiences for guests