Sofitel Dubai Downtown Hiring for Guest Experience Manager Job at Dubai Full Time

You will lead the e-reputation & customer feedback to ensure that highest standards of service excellence is maintained in accordance with the company guidelines by adopting a cross functional management with all the hotel team members.

What you will be doing:

• Ensure all guest feedback received on various channels are replied to within the stipulated time.
• Ensure timely preparation of Guest Analysis Report, RPS Reports and Guest Feedback / compliances reports
• Leads and supports all Guest Experience initiatives at the property.
• Maintaining and doing spot checks of guest preferences being met & driving ACDC.
• Meeting ALL VIP guests and ensuring they have a memorable stay.
• Prepare & Execute strategy for driving Trip Advisor, Booking.Com Google Reviews and ranking through channels prescribed.
• Have direct contact with guests to collect direct feedback and facilitate new ways of collecting more in-house feedback.
• Conveys the hotel’s image and atmosphere though his/her exemplary attitude, warm and friendly welcome, availability, and frequent presence in the field.
• Leads ALL (Accor Live Limitless) membership and identifies our Classic, Silver, Gold, Platinum and Diamond guests applying their benefits.
• Entertain guests providing positive interaction should the occasion arise.
• Have knowledge of the hotel rate codes, package, segmentation, discounts and how to handle each.
• Closely monitor guest comments on online channels and social media and respond to guest comments.
• Come up with innovative ideas for guest recovery. Your experience and skills include:
• Diploma or degree in vocational hospitality
• 2 to 3 years’ experience in Guest Relation at Managerial role.
• Competent user of desktop applications and hotel applications
• Languages: fluent in English and local language and a 3rd language would be a plus.
• Excellent organizational skills and time management.