Guest Experience Manager

4 weeks ago


Abu Dhabi, United Arab Emirates Anantara Hotels Resorts & Spas Full time
  • Luxury service backgroundessential, ideally with previous experience of handling villas andbutlers
  • Manage a Guest Experience Teamconsisting of Guest Experience Agents and Butlers (ca. 10people)
  • Energized personality that interactswith guests without effort
  • Track all kinds ofguest preferences from several channels and sources and maintainthe database
  • Practice hyper collaborationbetween all departments to ensure amazing stays of ourguests
  • Leading the loyalty programme on hotellevel (Hotel Champion for Global Hotel Alliance Discovery),including conducting hotel training and drivingKPIs
  • Ensure all guest amenity standards are inplace and followed up
  • Maintain and update thehotel’s VIP list.
  • Track and analyseguest feedback and propose actions to be taken forimprovement.
  • Work with various systems at thesame time (Opera PMS, Outlook, MessageBox, Anantara App, LoyaltySystems, ReviewPro)
  • Ensure guests are properlygreeted upon their arrival, especially VIPguests
  • Ensure guests are receiving personalizedservices
  • Development and implementation of newinitiatives to improve the guestexperience
  • Track amenities cost and preparemonthly report
  • Prepare monthly reports on guestsatisfaction scores and trends within thedepartment
  • Effective in handling problems,including anticipating, preventing, identifying and solvingproblems as necessary.


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