Guest Experience Manager - Houston

What you will do 

• The Guest Experience Manager (GEM) demonstrates passion to create a service culture environment geared towards delivering an incomparable guest experience. The GEM anticipates and exceeds the expectations of the guest, to build unique and personalized relationships.  

• Manage all VIP arrival, in house and departing guests, ensuring the room blocks are accurate and special requests are properly actioned.  The GEM is expected to work very closely with the room’s coordinator and the housekeeping team to ensure rooms are inspected and ready for all arriving VIP guests.   

• The GEM provides exceptional leadership and high standards at all times. The GEM is expected to apply good judgement and is to be seen to demonstrate positive energy and commitment to meet the customer needs, both internal and external. GEM is expected to have good rapport with colleagues and guests, responding immediately to requests showing a genuine interest to resolving all issues.  

• Is expected to actively seek out changes and/or improvements in the Operation.  Be goal orientated and focused on positive results, clarifying goals, targets, and expectations with the team. 

• Constantly maintain Key, Golden and Opera database for accuracy & quality and work with the Guest Recognition Specialists at other hotels and in the corporate office to increase the accuracy of the knowledge of our guests and clients.  

• Prepare and review all relevant Guest, Profile, VIP and Special Attention guest’s information and share information with all departments.   Ensure all Guest Recognition policies and procedures are followed.  

• At the daily operations meeting, discuss all VIPs arriving for the day as well as obtain updates from the team. 

• Support Guest Recognition Program and monitor amenity program. Enhancing the overall experience for the guests. 

• Ensure the Pre-Arrival process is thorough and detailed and notable guests are contacted prior to arrival and their stay customized to their needs. 

• Review the next 2 days of arrivals and discuss any special requirements, traces and itineraries for all guests. Seek ways to create “wow” moments. 

• Assists with resolving guest complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible   

• Seek opportunities for guest-centric experiences  

• Works closely with Front Office, Housekeeping, Food & Beverage and Engineering to assure smooth handling of guest arrivals and departures  

• Take action in all matters related to the safety, security, satisfaction and wellbeing of hotel guests and employees when senior managers are not available. Responds swiftly and effectively in any hotel emergency or safety situation. 

• Review the next 2 days of arrivals and discuss any special requirements, traces and itineraries for all guests. Seek ways to create “wow” moments.  

• Ensures that all special requests, changes and amenities are recorded and communicated to those concerned 

• Review next day reservations to ensure that billing profiles, rate plans and special requests are recorded 

• Actively participates in the daily arrival process, by greeting and interacting with guests 

• Manages and monitors the guest expectations through the management of the Guest Preference Planners following up with the operations daily communicating milestone celebrations etc. 

• Assist General Manager and Hotel Manager in introducing and meeting with guests 

• Maintains a high presence in guest areas i.e. Lobby, Pools, Restaurants and Lounges 

• Ensures that the day-to-day operational activities of the hotel and direct execution of any guest’s personal requirements and needs are met while ensuring exclusive personalized service, via consistent communication with the leadership team.