Guest ExperienceManager

Guest ExperienceManagerCompany DescriptionSLS Dubai Hotel and Residences is a luxury lifestyle 5-star city hotel which belongs to Ennismore under the wider Accor group umbrella.Boasting 946 units,with254 uniquely designed hotelrooms, 321 hotel apartments and 371 Branded Residences, spread over 75 floors,SLS Dubaiisone of the tallest hotelsand residences in the region.Awondrous and strikinglandmark in Downtown District, designed by theaward- winning architects Aedasandinterior designer Paul Bishop,the SLS Dubai is a unique cabinet of curiosities that never ceases to delight.Job DescriptionSpend 75% of day in lobby and public areas, interacting with guestsBe the “Mayor of the property”, guest advocate and host, and employee cheerleaderActively engage with the MHG GEM group through email conversations and monthly calls, to share ideas and guest preferencesOwn the on-property Global Card (GC) and loyalty tier programs: Know and manage all tier entitlements, including amenities and upgrades. Develop / maintain / support GC and loyalty tier training and communication for staff. Liaise and build relationships with GC and tiered guests, using Opera to track their preferencesWork with FOM to develop and manage a glitch log. Own and document all guest follow-upChampion preference collection throughout the property. Use guest preferences to personalize as many welcome amenities and guest experiences as possibleRun Opera arrival report and/or 3-Day VIP report at least once a day and use it to communicate VIP/Repeat arrivals to GM and department heads at morning standup or shift change meetingsComplete 7/10 Day VIP report at least once a week. Share with department heads, the MHG GEM group, and corporate Public RelationsMaintain profiles in Opera and understand the integration between Opera and the Property Management SystemIf requested by General Manager or FOM, read and respond to all TripAdvisor reviews.If requested by GM or FOM, manage Sterling Research Group review and response programAdjust schedule to best accommodate guest needsQualificationsHigh School Diploma or equivalent requiredCollege Degree or equivalent in Business, Hospitality, or related field preferredOne to two years in a public contact position, preferably in an upscale or lifestyle brand hotelStrong English verbal and written communication skillsBasic computer skillsProficiency with CRM database, CRS, and PMSClear knowledge of local area, including tourist destinations and of-the-moment optionsPassion for gracious, friendly, and fun customer serviceAbility to multitask and to work independently, with a close attention to detail, in a fast paced environmentPositive and productive working relationships with other employees and departmentsWorking knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations.#J-18808-Ljbffr