Guest Experience Manager

JOB SUMMARY

THE ROLE

• Provides inspirational leadership, clear vision and direction to team members to ensure delivery of the Capella brand, values and vision, to create an amazing experience for our guests and team members.
• Communicates expectations, recognises performance and ensure consistency of breakfast service to match with Forbes 5 * expectations.
• Ensures strict compliance to all policies and standard operating procedures set by the hotel and Corporate office.
• Inspiring and empowering team members to provide extraordinary and engaging service to all guests.
• Be an exemplary role model in inspiriting team members through strong demonstration of the Capella Culture and Service Philosophy.
• Fully embrace all brand initiatives, ensuring all aspects of established programs are adopted and implemented throughout the operation.
• Continually focus on the rejuvenation breakfast experiences by keeping informed of latest trends and work with kitchen to implement new rituals or moments ot deliver exceptional experiences.
• Provides insights and creative ideas to DFB and Executive Chef to improve food concepts, restaurant strategies to keep up with latest industrial trends and customer profiling.
• Ensure that Breakfast is prepared for service at the designated times and that all pre service activities by restaurant management have been carried out.
• Responsible for establishing and updating the Standard Operating Procedures of breakfast, rituals and moments. He is to suggest or make amendments according to business situation to maximize operation performance.
• Engages actively with all guests.
• Monitors the recording of guest preferences and the communication to front office and service team to ensure the maximum of guest preferences are being used to create exceptional experiences.
• Keep informed of VIP and special attention guests reservations and ensure that the preferences are well communicated within the team.
• Analyze guest feedback from direct feedback, comment card or any online reviews and providing strategic direction to continuously improve overall rating.
• Provides creative ideas to increase enrollments into Social Club application.
• Monitor and analyzes Social Club members expenses to drive more revenue.
• Receive order for flight and outside catering and communicate to appropriate collaborators within the hotel to ensure smooth preparation and delivery.
• Maintain an up to date knowledge of the hotel daily services, activities, promotion, and event. Effectively communicate and update all team members on any changes to ensure guests receive up-to-date information.
• Ensure that all reports, schedules and correspondence are completed accurately and submitted within the stipulated time frame.
• Be the champion of the local culture, heritage sites and trends by keeping up-to-date with the city's happenings, area surrounding the hotel to provide recommendations and directions for the guests.
• Monitors and review the most saleable items to give feedback to management. Proactively come up with sales strategies and promotion to upsell menu items to drive profit generation for the department.
• Drives cross‑selling and upselling of hotel's products and services noting special promotions and events to maximise revenue performance.
• Handling complaints and resolving service 'Glitches', keep a record of all feedbacks under the appropriate system. Ensures that the issues are resolved in a timely manner to guests' satisfaction.
• Report any issue or damages and breakdowns within working areas and the hotel to ensure a defect‑free facilities and service amenities provided.
• Bear the responsibility of developing story telling and enhancement of all rituals, moments or other concepts.
• Coordinate with Training Manager in implementing periodical Standard Operating Procedure and Audit testing and trainings.
• Ensure all team members recognizes the importance of LQA and Forbes standards as to deliver excellent audit and service performance.
• Maintains strong working relationships with other departments to ensure effective communications for operational issues, serves as a role model for inter‑departmental collaboration and support.
• Empower team members to take ownership and responsibility in going beyond to exceed guest expectations. Delegate responsibility and expect accountability and regular feedback.
• Mentor and guide individual team members' growth and identify short to long‑term goals to achieve and ensure high colleague engagement and welfare.
• Take ownership of individual's growth.
• Proactively identify training needs of team members to ensure enhancement and performance improvement.
• Perform all duties with discretion, professionalism and a pleasant demeanor.
• Protect the privacy and security of guests and coworkers.

TALENT PROFILE

Qualification

• Diploma/ Bachelor's degree in Hospitality Management, specializing in beverage service/restaurant management

Work Experience

• Minimum 3 years' experiences in a management role in a luxury hotels/resort

Technical Skills

• Excellent command of written and spoken English
• Competent computing skills (e.g. Microsoft word)
• Strong knowledge of industry trends, operation management of restaurants
• Excellent communicator with personable character and passion in creating extraordinary guest relations.