Guest Experience Manager

Job Description

• This position has as its key objectives in the continual improvement of the Guest Experience and Online Reputation of the hotel, monitoring performance and guest feedback, being the voice of the guest at the hotel, supporting GM and HODs on achieving positive results and defined Guest Experience targets
• She/he will ensure full compliance of the Brand Assurance Program and Operational Brand Standards at the property, the implementation and follow-up of brand and quality programs, including related training programs, with the aim of ensuring brand consistency while supporting optimal guest experience and increased satisfaction

• Leads and supports all Guest Experience initiatives at the property.
• Supports GM in driving a guest centric culture in the hotel and create awareness and understanding among all Ambassadors on the importance of guest experience.
• Reviews and communicates the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders.
• Works with and supports Department Heads to prepare for LQA or BARE Brand Assurance audits as applicable to the hotel.

More Information:

Location: Swissotel, Mumbai