PULLMAN
9 months ago
Guest Experience Manager
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Company information
- Company
- PULLMAN
- Location
- Australia, Victoria, Melbourne Region, Melbourne, East Melbourne Australia
- Posted
- 9 months ago
Job description
As a Guest Experience Manager, you will play a pivotal role in managing all aspects of guest relations, ensuring a flawless customer journey from pre-arrival to post-departure.
Reporting to the Rooms Division Manager the Guest Experience Manager's responsibilities will included (but not limited to):
Oversee all aspects of guest relations, ensuring a seamless customer journey from pre-arrival through post-departure.
Warmly welcome guests, manage inquiries, requests, and complaints, and coordinate special amenities, events, and VIP arrangements.
Build strong guest relationships, maintain accurate and up-to-date guest profiles, and support the training and development of Front Office team members.
Monitor guest feedback and NPS trends, responding across all platforms to drive continuous improvement and elevate the overall guest experience.
Anticipate guest needs, deliver personalised service, and ensure all touchpoints reflect exceptional service standards.
Required skills
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