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At Alila Hotels, a Hyatt Hotels brand, we believe our guests select our luxury resort because of our caring and attentive colleagues who are focused on providing efficient service and meaningful, surprisingly different experiences. The Guest Experience Manager is responsible for overseeing and enhancing the overall guest experience at the hotel. This role is highly visible and involves direct interaction with Senior and Corporate leadership, reporting to the Director of Rooms, who oversees Housekeeping, Front Office, and Guest Service departments. The Guest Experience Manager serves as the primary point of contact for VIP guests, ensuring their needs are met and expectations exceeded. This position requires collaboration with various departments to coordinate and deliver exceptional service, resolve guest issues, and implement strategies to continuously improve guest satisfaction. The Guest Experience Manager engages in proactive and personalized communication with guests prior to their arrival, providing personalized assistance and anticipating their needs throughout their stay. They handle guest inquiries, requests, and complaints promptly and professionally, continuously seeking opportunities to enhance the guest experience through innovative technologies, personalized services, or unique amenities. This role also involves conducting regular meetings to communicate guest feedback and implement training initiatives, ensuring that all team members are aligned in delivering exceptional service. In addition to managing guest relations, the Guest Experience Manager analyzes guest satisfaction surveys and feedback to identify trends and implement improvement strategies. They coordinate special arrangements for VIP guests, maintain a database of guest preferences, and identify opportunities to surprise and delight guests, creating unique and memorable experiences. The role also includes crisis management responsibilities, acting as the central point of contact for guest complaints and compliments, ensuring swift and effective resolution of any issues while acknowledging positive feedback appropriately. The ideal candidate will possess strong leadership skills, a keen eye for detail, and previous luxury hotel experience.
