Serves as Guest Experience Manager, interpreting the concept of hotel hospitality, with reference to the Marriott philosophy. Collaborate daily with various departments as a liaison to ensure welcoming and assistance and to facilitate the flow of information between strategic and operational departments.
Welcoming and bidding farewell to Marriott Rewards Gold, Platinum, Platinum Premiere, and VIP customers, in collaboration with other departments.
Assisting customers with their specific requests, such as information, reservations both within the hotel and outside, and handling complaints. Handling any complaints.
Supervising the Executive Lounge and other common areas in terms of adhering to standards and engaging in conversations with guests.
Mini gift program for congress organizers/VIP guests.
Dedicated check-out: farewells, collecting feedback on the stay, thanking guests for choosing Marriott.
Checking guests arriving on the day, assignment and monitoring in advance the VIP List arrivals.
Updating customer profiles in Opera with comments, feedback, and complaints, for reference in case of repeated guests.
Monitoring and responding to guests, comments on GSS (Guest Satisfaction Survey), and other reputation channels.
Granting any necessary compensation and refunds.
Developing Customer Service procedures and standards for the department, develops specific goals and plans to prioritize, organize and accomplish your work.
Handing over responsibilities to the MOD (Manager on Duty) of the day for guests requiring special attention, specific requests, or expected feedback from customers, including complaints.
Planning activities for guests and coordinating all promotional activities targeting customers.
Organizing weekly GSS meetings with other managers to share GSS comments from the previous week and implement solutions for possible improvements.
Conducting semi-annual Self Audits with the support of management.
Ensuring documented periodic training (semi-annual/annual) on specific departmental BSA (Brand Standard Audit), through the development of a targeted and scheduled action plan.
Providing daily updates and monthly reports, including a monthly analytical report, containing customer feedback compared to GSS results and others guest experience KPIs, to be delivered to the Management at the end of each month.
Collaborate with the marketing department to design and distribute guest satisfaction surveys, analyze results, and implement improvements based on feedback.
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.
Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of department.
Intervenes in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee well-being is preserved.
Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Analyses information and evaluating results to choose the best solution and solve problems.
- Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
Maintains high visibility in public areas during peak times. Ensure that the hotel's public spaces consistently reflect the desired and adherence to brand standards.
Work closely with the Security Manager to ensure the safety and security of guests and staff. Understand and can implement all emergency plans including accident, death, elevator, thefts, vicious crime, bombs, fire, etc.
Performs Front Desk duties in high demand times.
Candidates are kindly requested to submit their curriculum vitae, including a photo and authorization for the processing of personal data in accordance with EU General Data Protection Regulation (GDPR) 2016/679.
