Guest Experience Manager

Company DescriptionA luxury hospitality brand for modern travelers, Anantara connects guests to genuine places, people and stories through personal experiences and providing heartfelt hospitality in the world’s most exciting destinations. From pristine islands and tropical beaches to cosmopolitan cities, tranquil deserts and lush jungles, Anantara welcomes guests for journeys rich in discovery.Job DescriptionLuxury service background essential, ideally with previous experience of handling villas and butlersManage a Guest Experience Team consisting of Guest Experience Agents and Butlers (ca. 10 people)Energized personality that interacts with guests without effortTrack all kinds of guest preferences from several channels and sources and maintain the databasePractice hyper collaboration between all departments to ensure amazing stays of our guestsLeading the loyalty programme on hotel level (Hotel Champion for Global Hotel Alliance Discovery), including conducting hotel training and driving KPIsEnsure all guest amenity standards are in place and followed upMaintain and update the hotel’s VIP list.Track and analyse guest feedback and propose actions to be taken for improvement.Work with various systems at the same time (Opera PMS, Outlook, MessageBox, Anantara App, Loyalty Systems, ReviewPro)Ensure guests are properly greeted upon their arrival, especially VIP guestsEnsure guests are receiving personalized servicesDevelopment and implementation of new initiatives to improve the guest experienceTrack amenities cost and prepare monthly reportPrepare monthly reports on guest satisfaction scores and trends within the departmentEffective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.QualificationsPrevious experience in Front Office or Guest ServicesLuxury hotel experience is mustGood Communication skillsExperience with Front Office SystemsMust be fluent in written and spoken in English and Chinese3-5 years in related experience or Minimum of 2 years' experience in the same role.Additional InformationRelocate to remote area#J-18808-Ljbffr