Manager, Guest Experience

About the Role

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 guest-related situations, manages the flow of questions and directs guests within the lobby, serves as Guest Relations Manager and handles tracking of service issues.

Responsibilities

• Lead guest services teams: supervise and manage employees, act as a role model, build mutual trust and cooperation, recognize contributions, and perform duties in employees' absence when required.
• Maintain front desk and guest services goals: develop goals and plans to prioritize work, handle complaints and disputes, maintain strong working relationships with all departments, intervene in guest/employee situations to preserve property integrity and guest satisfaction, and review budgets and payroll progress reports to assist financial management.
• Ensure exceptional customer service: provide above-and-beyond services for customer satisfaction and retention, coach and give feedback to staff, respond to and handle guest problems, observe service behaviors and implement corrective actions.
• Implement projects and policies: administer customer recognition/service programs, enforce property policies and disciplinary procedures consistently according to SOPs/LSOPs, and manage payroll administration.
• Conduct human resource activities: identify developmental needs, provide coaching and mentoring, set and monitor performance standards, participate in progressive discipline and performance appraisals, and supervise on-the-job training initiatives.
• Additional duties: communicate information to supervisors and colleagues by phone, email or in person; analyze information to solve problems; maintain high visibility in public areas during peak times; implement emergency plans (accident, fire, theft, etc.); and perform front desk duties during high demand periods.

Qualifications

• High school diploma or GED plus 2 years' experience in guest services, front desk, or related professional area; OR a 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related major with no work experience required.

Additional Information

• Job Category: Rooms & Guest Services Operations
• Location: 61 Wireless Road (Witthayu), Bangkok, East Java, Thailand, 10330
• Schedule: Full Time
• Position Type: Management
• Located Remotely: No