Guest Experience Manager

3 weeks ago

กรงเทพมหานคร, Thailand Marriott International, Inc Full time

**Job Number** 23195445

**Job Category** Rooms & Guest Services Operations

**Location** The Athenee Hotel a Luxury Collection Hotel Bangkok, 61 Wireless Road (Witthayu), Bangkok, East Java, Thailand VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Management

**JOB SUMMARY**

Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues.

**CANDIDATE PROFILE**

**Education and Experience**
- High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.

OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

**CORE WORK ACTIVITIES**

**Leading Guest Services Teams**
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Serves as a role model to demonstrate appropriate behaviors.
- Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
- Celebrates successes and publicly recognizes the contributions of team members.
- Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

**Maintaining Guest Services and Front Desk Goals**
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
- Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
- Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
- Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of department.

**Ensuring Exceptional Customer Service**
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Serves as a leader in displaying outstanding hospitality skills.
- Sets a positive example for guest relations.
- Responds to and handles guest problems and complaints.
- Empowers employees to provide excellent customer service.
- Observes service behaviors of employees and provides feedback to individuals.
- Strives to improve service performance.
- Provides immediate assistance to guests as requested.
- Ensures employees understand customer service expectations and parameters.
- Participates in the development and implementation of corrective action plans to improve guest satisfaction.

**Implementing Projects and Policies**
- Implements the customer recognition/service program, communicating and ensuring the process.
- Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process.
- Manages payroll administration.

**Conducting Human Resource Activities**
- Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
- Participates in employee progressive discipline procedures.
- Uses all available on the job training tools for employees.
- Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.
- Supervises on-going training initiatives and conducts training when appropriate.
- Participates in the employee performance appraisal process, providing feedback as needed.

**Additional Responsibilities

  • Guest Experience Manager

    4 weeks ago

    กรุงเทพมหานคร, Thailand Grand Mercure Bangkok Atrium Full time

    **Job Description**: - Guest Experience Manager is the key objectives the continuous improvement and operational implementation of the Guest Experience and online reputation of the hotel by monitoring daily performance and guest feedback, representing the Guest within the hotel and supporting GM on achieving targets. - You will ensure full compliance of the...

  • Guest Experience Manager

    4 weeks ago

    กรุงเทพมหานคร, Thailand NOVOTEL BANGKOK ON SIAM SQUARE Full time

    **Job Description**: This position has key objectives the continuous improvement and operational implementation of the Guest Experience and online reputation of the hotel by monitoring daily experience performance and Guest feedback, representing the Guest within the hotel and supporting GM on achieving positive results and Guest Experience targets. She/he...

  • Guest Experience Manager

    2 weeks ago

    กรุงเทพมหานคร, Thailand Anantara Full time

    **Company Description** A luxury hospitality brand for modern travellers, Anantara connects guests to genuine places, people and stories through personal experiences and providing heartfelt hospitality in the world’s most exciting destinations. From pristine islands and tropical beaches to cosmopolitan cities, tranquil deserts and lush jungles, Anantara...

  • Guest Experience Manager

    1 month ago

    กรุงเทพมหานคร, Thailand Anantara Full time

    Company Description A luxury hospitality brand for modern travellers, Anantara connects guests to genuine places, people and stories through personal experiences and providing heartfelt hospitality in the world’s most exciting destinations. From pristine islands and tropical beaches to cosmopolitan cities, tranquil deserts and lush jungles, Anantara...

  • Guest Experience Manager

    3 weeks ago

    กรุงเทพมหานคร, Thailand MINOR Hotels Full time

    You are a strong and experienced hotel ambassador who excels at maximizing the experience and satisfaction of the hotel guests. You will be responsible for taking care of our guests and our team members by coordinating all operations of the hotel. You will ensure that all team members are up to date with the current knowledge of all the hotel products and...

  • Guest Experience Expert

    4 weeks ago

    กรุงเทพมหานคร, Thailand Marriott International, Inc Full time

    **Job Number** 24080292 **Job Category** Rooms & Guest Services Operations **Location** Courtyard Bangkok Suvarnabhumi Airport, 599/9 Lat Krabang Road, Lat Krabang, Bangkok, Bangkok, Thailand VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Our jobs aren’t just about giving guests a...

  • Guest Experience

    4 weeks ago

    กรุงเทพมหานคร, Thailand Pullman Bangkok Hotel G Full time

    **Job Description**: - Supports, trains, supervises Front Office: Guest Relation, Cashier, Club Lounge, Concierge team. - Handles daily operation of Front Office Department, plus night shift. - Coordinates Front Office SOPs, guest satisfaction, reservation, guest history and room assignment. - Prepare schedule and report. - Drive RPS score, VIPs, guest data...

  • Guest Experience Expert

    1 week ago

    กรุงเทพมหานคร, Thailand Marriott International, Inc Full time

    **Job Number** 24092432 **Job Category** Rooms & Guest Services Operations **Location** Sheraton Grande Sukhumvit a Luxury Collection Hotel Bangkok, 250 Sukhumvit Road, Bangkok, Bangkok, Thailand VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Our jobs aren’t just about giving guests...

  • Guest Experience Expert

    4 weeks ago

    กรุงเทพมหานคร, Thailand Marriott International, Inc Full time

    **Job Number** 24081271 **Job Category** Rooms & Guest Services Operations **Location** Royal Orchid Sheraton Hotel & Towers, 2 Charoen Krung Road Soi 30 (Captain Bush Lane), Bangkok, Bangkok, Thailand VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Our jobs aren’t just about giving...

  • Guest Experience Expert

    2 weeks ago

    กรุงเทพมหานคร, Thailand Marriott International, Inc Full time

    **Job Number** 24019855 **Job Category** Rooms & Guest Services Operations **Location** Courtyard Bangkok Sukhumvit 20, 10 10/3 Soi Sukhumvit 20, Bangkok, Bangkok, Thailand VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Our jobs aren’t just about giving guests a smooth check-in and...

  • Guest Experience Executive, Ibis Bangkok Impact

    4 weeks ago

    กรุงเทพมหานคร, Thailand ibis Bangkok Impact Full time

    **Job Description**: - Lead the Heartist culture in coordination with the hotel team to drive guests satisfaction. - Versatile in operation where & when needed. - Responsible for ALL Loyalty program. - Admin tasks include, responding to guest reviews using VOG, analysis of the guest feedback, conducting report and action plan, use of ACDC tool. Work...

  • Guest Experience Expert

    1 week ago

    กรุงเทพมหานคร, Thailand Marriott International, Inc Full time

    **Additional Information** Front Office **Job Number** 24038892 **Job Category** Rooms & Guest Services Operations **Location** Sheraton Grande Sukhumvit a Luxury Collection Hotel Bangkok, 250 Sukhumvit Road, Bangkok, Bangkok, Thailand VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type**...

  • Guest Experience Expert

    2 weeks ago

    กรุงเทพมหานคร, Thailand Marriott International, Inc Full time

    **หมายเลขงาน** 24087762 **ประเภทของงาน** Rooms & Guest Services Operations **สถานที่** Courtyard Bangkok, 155/1 Soi Mahadlekluang 1, Ratchadamri Road, Bangkok, Bangkok, Thailand ดูบนแผนที่ **ตารางการทำงาน**...

  • Guest Experience Expert

    4 weeks ago

    กรุงเทพมหานคร, Thailand Marriott International, Inc Full time

    **หมายเลขงาน** 24045200 **ประเภทของงาน** Rooms & Guest Services Operations **สถานที่** Sukhumvit Park Bangkok - Marriott Executive Apartments, 90 Sukhumvit Soi 24, Bangkok, Bangkok, Thailand ดูบนแผนที่ **ตารางการทำงาน**...

  • Guest Relations Manager

    4 weeks ago

    กรุงเทพมหานคร, Thailand Grand Mercure Bangkok Atrium Full time

    **Job Description**: - Leading team to maximize revenue by up-sell program. - The Guest Relations Manager is fully in-charge to efficiently run and supervise of the Lobby area. - To maintain a high degree of operational efficiency at the Guest Relation desk, Business Center and in the lobby. - To keep all the tools on hand updated and enabling a smooth...

  • Guest Experience Expert

    4 weeks ago

    กรุงเทพมหานคร, Thailand Marriott International, Inc Full time

    **หมายเลขงาน** 24043167 **ประเภทของงาน** Rooms & Guest Services Operations **สถานที่** Sathorn Vista, Bangkok - Marriott Executive Apartments, 1 Sathorn Soi 3 South Sathorn Road, Bangkok, Bangkok, Thailand ดูบนแผนที่ **ตารางการทำงาน**...

  • Division Manager Corporate Communication

    3 weeks ago

    กรุงเทพมหานคร, Thailand Division Manager Corporate Communication Full time

    Division Manager Corporate Communication**Posting Start Date**:16/05/2024**Job Function**:Corporate Responsibility & Communication**Company**:PTT Global Chemical Plc.**Work Location**:Bangkok**Roles & Responsibilities** - Team lead for internal and external communication to uphold the company’s reputation, and communicate the company’s global vision of...

  • Guest Experience Expert

    4 weeks ago

    กรุงเทพมหานคร, Thailand Marriott International, Inc Full time

    **Job Number** 24027113 **Job Category** Rooms & Guest Services Operations **Location** Madi Paidi Bangkok Autograph Collection, 22 Soi Sukhumvit 53 Sukhumvit Road, Bangkok, Bangkok, Thailand VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Our jobs aren’t just about giving guests a...

  • Guest Experience Supervisor

    3 weeks ago

    กรุงเทพมหานคร, Thailand Marriott International, Inc Full time

    **หมายเลขงาน** 24081854 **ประเภทของงาน** Rooms & Guest Services Operations **สถานที่** Moxy Bangkok Ratchaprasong, 111 Ratchadamri Road, Bangkok, Bangkok, Thailand ดูบนแผนที่ **ตารางการทำงาน**...

  • Guest Experience Expert

    4 weeks ago

    กรุงเทพมหานคร, Thailand Marriott International, Inc Full time

    **หมายเลขงาน** 24081007 **ประเภทของงาน** Rooms & Guest Services Operations **สถานที่** Sheraton Grande Sukhumvit a Luxury Collection Hotel Bangkok, 250 Sukhumvit Road, Bangkok, Bangkok, Thailand ดูบนแผนที่ **ตารางการทำงาน**...