Job Summary:
The Guest Experience Manager is responsible for overseeing the day-to-day operations of the Front Desk and Guest Relations functions. This role ensures a seamless and exceptional guest experience while adhering to Hyatt International's standards and brand strategies. The Guest Experience Manager is expected to enhance guest satisfaction, manage staff, and maintain efficient communication between departments.

Responsibilities:

• Oversee the daily operations of the Front Desk and Guest Relations team to ensure smooth check-in/check-out procedures.
• Ensure consistent delivery of high-quality guest services in line with Hyatt's brand standards.
• Handle guest complaints and resolve issues promptly to ensure guest satisfaction.
• Manage, mentor, and train the Front Desk and Guest Relations staff to maintain high performance.
• Collaborate with other hotel departments to coordinate services for guests.
• Monitor guest feedback and implement improvements to enhance the guest experience.
• Ensure proper handling of VIP guests, special requests, and personalized services.
• Maintain records of guest preferences and ensure these are utilized for return visits.
• Oversee the preparation and management of front office reports and daily audits.

Requirements:

• Minimum 2 years of experience as Assistant Manager or Team Leader in Front Office or Guest Relations.
• Excellent communication, problem-solving, and interpersonal skills.
• Strong leadership abilities with a focus on team development and guest satisfaction.
• Ability to handle high-pressure situations and guest complaints with professionalism.
• Familiarity with front desk operations, hotel management software, and reservation systems.

Level of Education:
Diploma or degree in Hospitality Management or related field preferred.

Work Hours:
Full-time, flexible schedule with evening, weekend, and holiday shifts as required.

Experience in Months:
Minimum 24 months in a supervisory role in Front Office or Guest Relations.