Guest Experience Manager page is loaded
Guest Experience Manager
locationsTunis time typeFull time posted onPosted Today job requisition idREQ10321399
About Four Seasons:
Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.
At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.
About the location:
Beachfront relaxation on north Africa’s Mediterranean coast. In the heart of Tunisia’s vibrant and exotic capital city, our modern Mediterranean oasis offers a calm, laid-back beachfront escape alongside this bustling business hub. Relax at our Spa and pools, stay connected with state-of-the-art business services, or take a step back in time – more than 3,000 years of ancient civilization are at your fingertips.BASIC PURPOSE:
Seek out opportunities for guest-centric experiences in all outlets of the hotel and assists hotel outlets in putting processes in place to ensure that these opportunities are executed by all employees.
ESSENTIAL FUNCTIONS:
1. Seeks out opportunities for guest-centric experiences in all outlets of the hotel
a. Works with the departmental managers to put processes in place to ensure that these opportunities are executed by all employees
2. Measures results (challenges, successes, etc.) and communicates on a weekly basis to GEM team
3. Oversee and implement Hotel Guest Experience initiatives and ideas that come from Bluewater Innovation
4. Experience Assistant:
a. Identify all experience assistant guests
b. Look for new/innovative ways to provide anticipatory service
c. Coordinate among all departments for seamless execution of service
d. Coordinate correspondence with guests pre and post stay
e. Oversee Experience Assistant team
f. Communicate successes to the Hotel in an effort to keep intensity and focus high
5. Couple’s Floor
a. Identify potential guests for the couples floor
b. Develop new service/product offerings to increase the perceived value and couples experience
c. Assist Front Office team in identifying potential upsell guests to the couple’s floor
d. Communicate successes to the Hotel in an effort to keep intensity and focus high
6. “No Fuss” Curbside Check in
a. Assist Reservations and Front Office team to identify guests and achieve a seamless arrival experience for return guests. This can be monitored by setting a goal of 15% of all arrivals as Curb Side guests.
b. Communicate successes to the Hotel in an effort to keep intensity and focus high
7. Work with Guest Experience Managers on a Global Level to learn from each others successes and failures to develop a consistent product company wide.
8. Coaches staff to achieve culture standards & core standards of Guest Experience Assistant/Manager and couple experience
9. Supervises the activities of the Experience Assistant team in order to ensure adherence to Four Seasons standards, policies & procedures.
Dedicated to perfecting the travel experience through continual innovation and the highest standards of hospitality, Four Seasons can offer what many hospitality professionals dream of -the opportunity to build a life-long career with global potential and a real sense of pride in work well done