Guest Experience Manager - Milan Marriott Hotel

JOB SUMMARY

At Russotti Gestione Hotels Spa we are seeking a professional Guest Experience Manager to join our Milan Marriott Hotel team. Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest related situation. Manages the flow of questions and supervise the hotel lobby and other public areas, particularly at busy times. Serves as Guest Experience Manager, interpreting the concept of hotel hospitality, with reference to the Marriott philosophy. Collaborate daily with various departments as a liaison to ensure welcoming and assistance and to facilitate the flow of information between strategic and operational departments.

CANDIDATE PROFILE

Qualifications * High school diploma or GED; 4-5 years experience in the guest services, front desk, or related professional area. OR * 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major;

CORE WORK ACTIVITIES

Leading Guest Services Teams

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision-making; demonstrates honesty/integrity; leads by example.
• Celebrates successes and publicly recognizes the contributions of team members.
• Encourage and builds mutual trust, collaborative relationships, respect and cooperation among team members.
• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
• Serves as a role model to demonstrate appropriate behaviours.
• Work closely with the Training & Development Specialist to develop and execute training programs for the guest services team, focusing on enhancing their skills in providing exceptional customer service.

Maintaining Guest Services and Front Desk Goals

• Welcoming and bidding farewell to Marriott Rewards Gold, Platinum, Platinum Premiere, and VIP customers, in collaboration with other departments.
• Assisting customers with their specific requests, such as information, reservations both within the hotel and outside, and handling complaints. Handling any complaints.
• Supervising the Executive Lounge and other common areas in terms of adhering to standards and engaging in conversations with guests.
• Mini gift program for congress organizers/VIP guests.
• Dedicated check-out: farewells, collecting feedback on the stay, thanking guests for choosing Marriott.
• Checking guests arriving on the day, assignment and monitoring in advance the VIP List arrivals.
• Updating customer profiles in Opera with comments, feedback, and complaints, for reference in case of repeated guests.
• Monitoring and responding to guests, comments on GSS (Guest Satisfaction Survey), and other reputation channels.
• Granting any necessary compensation and refunds.
• Developing Customer Service procedures and standards for the department, develops specific goals and plans to prioritize, organize and accomplish your work.
• Handing over responsibilities to the MOD (Manager on Duty) of the day for guests requiring special attention, specific requests, or expected feedback from customers, including complaints.
• Planning activities for guests and coordinating all promotional activities targeting customers.
• Organizing weekly GSS meetings with other managers to share GSS comments from the previous week and implement solutions for possible improvements.
• Conducting semi-annual Self Audits with the support of management.
• Ensuring documented periodic training (semi-annual/annual) on specific departmental BSA (Brand Standard Audit), through the development of a targeted and scheduled action plan.
• Providing daily updates and monthly reports, including a monthly analytical report, containing customer feedback compared to GSS results and others guest experience KPIs, to be delivered to the Management at the end of each month.
• Collaborate with the marketing department to design and distribute guest satisfaction surveys, analyze results, and implement improvements based on feedback.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of department.
• Intervenes in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee well-being is preserved.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.
• Encourage innovation and creative thinking among the guest services team to continuously enhance the guest experience.
• Serves as a leader in displaying outstanding hospitality skills and strives to improve service performance.
• Participates in the development and implementation of corrective action plans to improve guest satisfaction.
• Provides immediate assistance to guest as requested, respond to and handles guest problems and complaints.
• Ensures employees understand customer service expectations and parameters.
• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers daily.
• Sets a positive example for guest relations and set a positive example for guest relations.
• Observes service behaviours of employees and provides feedback to individuals.

Implementing Projects and Policies

• Implements the customer recognition/service program, communicating and ensuring the process.
• Implement and promote sustainable practices within the department, such as energy conservation, waste reduction, and eco-friendly guest services.
• Manages payroll administration.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process.

Conducting Human Resource Activities

• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Provide guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Participates in the employee performance appraisal process, providing feedback as needed and solicits employee feedback utilizing an “open door” policy.
• Uses all available on the job training tools for employees.
• Supervises on-going training initiatives and conducts training when appropriate.

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyses information and evaluating results to choose the best solution and solve problems.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Maintains high visibility in public areas during peak times. Ensure that the hotel's public spaces consistently reflect the desired and adherence to brand standards.
• Work closely with the Security Manager to ensure the safety and security of guests and staff. Understand and can implement all emergency plans including accident, death, elevator, thefts, vicious crime, bombs, fire, etc.
• Performs Front Desk duties in high demand times.

Application Details Candidates are kindly requested to submit their curriculum vitae, including a photo and authorization for the processing of personal data in accordance with EU General Data Protection Regulation (GDPR) 2016/679.