Director of Guest Experience

Job Description

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Job Summary

Support the Director of Front of House to manage the operation of the Guest Experience teams & wider Front of House. To ensure the implementation of Rosewood Doha’s policies and procedures to achieve the goals and targets set, by maximizing Revenue, by building on the reputation of the hotel and by ensuring that business objectives are accomplished.

Leads and supports the team in ensuring that guest and associate needs are met to the high standard required by the hotel and expectations are exceeded. Be responsible for the smooth running of the Front of House operation, on a day-to-day basis, providing advice and guidance to the Team Members.

Assisting our guests with enthusiasm, efficiency and professionally at all times. Always maintaining Rosewood’s high standards of service and hospitality. Have a thorough knowledge of all Guest Experience operations. Providing information and organizing training for the team regularly. To be the link between the guests and all departments at the Hotel prior to arrival, during their stay and after their departure, creating the hospitality relationship at all the time. To ensure the highest level of service experience will be provided during their stay by anticipating their needs and looking for every opportunity to create “Moments of Magic ” with uncompromised level of attention to details.

Essential Duties and Responsibilities

• Ensures that all guest information is handled according to Rosewood Standards.
• Ensures that the Guest preference forms are duly completed by guests and updated prior to their arrival.
• Ensure that any information received from the Guest preference form or by any other channel, are correctly dispersed to the relevant departments prior to the guest’s arrival as to ensure that all requests are followed through.
• Monitor closely all expenses and when needed take actions to reduce them.
• Monitor closely the inventories and keep a record of each item in the Guest Experience  department.
• Is aware and monitors all items in the Butler pantry of guests belongings.
• Anticipate critical periods of the day and plan alternative solutions to best expedite these situations.
• Keep all the files in the department updated.
• Ensure challenges or opportunities occurring previous, during or past a guest stay, are methodically recorded in Opera & Unifocus.
• Contacts guests vía telephone, e-mail or in person within 24h from the query being received.
• Ensures that special requests and alerts or traces to respective department is being addressed in a timely manner.
• Maintains complete knowledge of the Hotel & its services (F&B promotions / Rooms / Special Guest programs and Spa facilities, etc.).
• Is fully conversant with new promotions, menu changes, scheduled in-house guest activities, daily house counts and expected arrivals and departures including SAG arrivals and their background.
• Hosts and welcomes all guests in a gracious and polite manner; to have the ability to hold a conversation with the guest in a natural and spontaneous way.
• Receives all TrusYou online guest comments (included but not limited to Trust You surveys, Tripadvisor etc).
• Ensures each negative review which is obtained through other channels (Google, Tripadvisor, Booking.com.etc.) is logged in Knowcross to initiate an internal follow up in collaboration with Quality Manager.
• Assists Quality Manager to submit summary TrustYou glitches reported generated through Knowcross before 3rd of the month for the previous month.
• Pre research guests profiles, status and required information in order to personalize their stay & reach out to sister properties where relevant.
• Assemble TOP SAGs guests profiles ( Show me you Know me) and distribute across the hotel prior to arrival in the form of SAG Resumes & SAG Notices.
• Ensure that all TOP SAGs movements are noted on relevant internal work chats (Teams SAG Movements chat).
• Monitors guests’ birthdays and sends birthday online cards / communicates with them if not currently staying at the hotel for TOP SAGs.
• Prepares the necessary information, reports and monitors their activities throughout the day.
• Ensures that guest’s preference and relevant information are updated in Opera.
• Ensures that flower arrangements and / or beverages and / or pastry products are ordered, if necessary or requested, and are placed in guest room in a correct and timely manner.
• Follow any special guest room decorations and make sure they are properly done.
• Ensure SAG rooms are pre-checked and inspected. Same will apply to special occasion requests and set ups.
• Coordinates the preparation and organization of all amenities and amenity process for all arriving and in-house guests.
• Regular SAG reports to be shared with the wider hotel.
• Understand and be able to perform all duties of the Managers on Duty / Guest Services Managers, Guest Relations team, Guest Services Team, Butlers and Front Desk team.
• Motivate and provide a working environment in which associates are productive and working together to their strongest ability. Ensure positive communication with associates and manager, keeping morale high.
• Promote & encourage creativity in efforts to deliver memorable guest journeys.
• Ensure the Rota is done correctly and in a timely manner.
• Actively lobby host and act as a role model for the team on Duty.
• Have a thorough knowledge of the Front of House systems, such as Opera, Unifocus and Salto, Glowing & Mitel phone system.
• At all times strive to represent Rosewood Doha in most professional, courteous and efficient manner.
• Assist with managing the performance of the Guest Relations, Guest Services and Butler teams to ensure the team deliver the highest quality and Rosewood brand service standards to consistently meet and exceed all guest and SAG expectations.
• Communicate all new policies and procedures to all associates. Ensure all departmental SOP’s are updated and followed up correctly by the team.
• Continuously strive for new thoughts and ideas to improve and strengthen the Guest Experience team, up-date procedures and implement them.
• Handle any guests’ problems or complaints in an understanding and hospitable manner. Ensure they are resolved and followed through by the Guest Service Managers (Duty Managers).
• Monitor associate’s appearance on a daily basis, ensure the correct dress code is adhered to, to maintain our professional image.
• Always use the correct standard and etiquette when answering the telephone and emails.
• Work together with the Director of Front of House with regards to SAG’s and any special procedures which may be necessary for their arrival and departure.
• Communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation.
• Have a complete knowledge of all our guest rooms.
• Attend daily operational morning meetings.
• Participate in all hotel and departmental initiatives.
• Work closely with other department heads in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
• Be responsive to associate’s needs and problems; be firm, fair and consistent in dealing with challenges.
• Liaise and supervise the team to ensure all group arrivals procedures are followed consistently; the rooming lists, accounting instructions and special requests are adhered to.
• Constantly keep the Director of Front of House updated on the performance of the Guest Experience teams.
• Spot check, Supervisors, Guest Relations Associates, Guest Service Associates and Butlers to ensure the Rosewood brand standards are being adhered to.
• Strive to achieve upselling goals by leading by example and motivating the team.
• Promote the hotels facilities effectively.
• Take an active role in the preparation of Reviews / Appraisals with the Director of Front of House
• Understand the structure and standards to ensure a smooth operation between Guest Relations, Guest Services, Butlers, Front Desk, Accounts and Housekeeping.
• Take an active role in daily handovers – contributing and communicating relevant issues.
• Respond to all guest requests in a prompt and courteous manner.
• Assist the Director of Front of House to organize monthly departmental meetings, competition of departmental goals and assist to ensure all departmental projects are being completed in a timely manner.
• Attend training sessions both internal and external.
• Take an active role in recruitment for the Guest Experience teams.
• Report all disciplinary and grievance matters immediately to the Director of Front of House.
• Monitor that all LQA, FHR, and Forbes standards are met.
• Be fully conversant with emergency procedures.
• Develops and updates policies and manuals, as related to the Departments, for implementation in the field, while ensuring compliance to the same for consistency across the group.
• To ensure that new associates receive an appropriate level of job skills training to enable them to perform their duties to the required standard, upon completion of the initial training period.
• To carry out job chats, performance appraisals and reviews for all relevant associates on a regular basis ensuring that the hotel’s succession planning is upheld.

Standard Responsibilities (adjust if necessary)

Confidentiality

Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests and associates.  It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests and employees, unless otherwise stated.

Health & Safety

Other