Job Description: We are currently seeking a dedicated and experienced Guest Experience Manager to join our team in Victoria, Canada. As a Guest Experience Manager in the Hospitality & Tourism industry, you will play a crucial role in ensuring exceptional service and memorable experiences for our guests. Responsibilities: Guest Satisfaction: Oversee all aspects of the guest experience to ensure satisfaction and exceed expectations. Address guest inquiries, requests, and concerns promptly and professionally. Team Leadership: Manage and train the guest services team, including front desk personnel and concierge staff. Foster a positive work environment, inspire teamwork, and provide ongoing support and guidance. Service Excellence: Ensure that all guest interactions reflect our commitment to exceptional service. Develop and implement standards and procedures to maintain consistency and quality. Communication and Coordination: Liaise with various departments to ensure seamless operations and guest satisfaction. Collaborate with housekeeping, maintenance, and food and beverage teams to address guest needs and resolve issues. Guest Feedback and Insights: Collect and analyze guest feedback to identify areas for improvement and implement appropriate action plans. Regularly review online reviews and ratings to monitor guest sentiment and reputation. Training and Development: Provide ongoing training and development opportunities to enhance the skills and knowledge of the guest services team. Conduct performance evaluations and provide constructive feedback. Revenue Generation: Identify opportunities to enhance revenue through upselling, cross-selling, and promoting additional services or amenities to guests.
Job Requirement: Experience: Proven experience as a Guest Experience Manager or in a similar leadership role within the Hospitality & Tourism industry. Demonstrated success in delivering exceptional guest experiences and managing guest services operations. Customer-Focused: Strong customer service orientation with a passion for creating memorable experiences. Ability to anticipate guest needs, handle complaints, and ensure guest satisfaction. Leadership Skills: Excellent leadership and team management abilities. Foster a positive work environment, promote teamwork, and motivate staff to deliver outstanding service. Communication Skills: Effective communication and interpersonal skills to interact with guests, staff, and management. Ability to convey information clearly, handle difficult situations, and build positive relationships. Problem-Solving Abilities: Strong problem-solving skills to address guest issues, resolve conflicts, and make informed decisions in a fast-paced environment. Organizational Skills: Exceptional organizational and time management skills to handle multiple tasks, prioritize effectively, and meet deadlines. Attention to Detail: Meticulous attention to detail to ensure accuracy and consistency in guest interactions and service delivery. Adaptability: Flexibility to adapt to changing guest needs, industry trends, and business demands. Willingness to work flexible hours, including weekends and holidays.
