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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.
Conducts regular property self-assessments on the Operational Brand Standards and other quality programs including cross-departmental audits through iAuditor and other tools.
Represents Guest Experience (Voice of the Guest) at the morning hotel briefing with updates and highlights points for improvement and guest praise
Reviews VOG performance and guest feedback daily, identifies trends and areas for improvement on a regular basis and shares with relevant stakeholders.
Conducts a weekly VOG meeting with individual Department Heads, communicates performance, supports and pushes Management Action Plan (MAP) efforts.
Leads and develops a team of Guest Experience Ambassadors within the hotel to conduct deep dives/self-assessments and identify improvement opportunities and solutions.
Reviews MAPs proposed by each department post-LQA or BARE Mystery Visit and supports and follows up implementation by Department Heads.
Monitors results of other quality management programs such as ResaVision and follows up action plans from the relevant Department Heads whenever necessary.
Champions the internal communication of guest experience related matters and updates to all Ambassadors in the hotel.
Maintains direct contact with guests to collect direct feedback and facilitate new ways of collecting more in-house feedback.
Works closely with Department Heads to assess service standards and delivery on a regular basis.
Ensures that the relevant teams and stakeholders respond to all Guest feedback, e.g. VOG GSS, and consumer-generated content on various social media sites or travel sites (100% of the negative reviews/feedback, but none of the positive reviews/feedback except for those on GSS and TripAdvisor).
Reviews and communicates best practices implemented in other hotels within the brand, follow-up on implementation at the property when relevant.
Responsible for implementation and application of Local Measure along with E-commerce or Marketing team
Conducts Guest Experience Management overview induction for new hires and thorough induction on Guest Experience for all new Department Heads/Managers within the first month of employment.
Conducts Brand Assurance refreshers training from time to time to all Department Heads.
Works in partnership with all relevant external partners to ensure external training is conducted where applicable, e.g. TrustYou
Collaborates with T&C team to identify operational ‘Training Outcomes’ based on VOG
Attends Regional/Global Guest Experience meetings/training as required.
Shares & contributes relevant content on Customer Experience Community (CXC) group on Yammer presenting Best Practices, Sparkles/ Cousu Main etc.