29 Oct
The Leela Gandhinagar
Gandhinagar
The Guest Experience Manager under the general direction of the General Manager / Hotel Manager and within the limits of The Leela policies and procedures, oversees and directs all aspects of the Guest Relations and Experience function to achieve the highest possible guest delight for current and future High-Profile Guests. Promotes The Leela culture & adheres to the doctrine of The Leela Dharmas.Reports to: General Manager / Hotel Manager.Interacts with:Entire EXCOM team at the hotel to create memorable and personalized experiences for guests and address any feedback they have during their stay. Rooms Controller for pre-blocking of rooms with focus on preferences.
Concierge for special arrangements and requests a guest has prior to arrival and during. Private Dining for guest room amenities, Front Office for gifts on arrival and departure, flower room for garlands used in Traditional Indian welcome etc.Assist in the development and implementation of Guest Experience Policies, Operating Procedures and Training Programs, Manuals, Directives, Work Schedules, Rules and Regulations for the Guest Experience Team. Most importantly ensuring that all divisions are taking responsibility for Guest Experience and Engagement at the hotel. A daily check list for the above to be maintained and assist in designing & implementing a consistent Guest Experience Program. With focus on - Single Lady, Long Stayers, Young Guest, High Net Worth Individuals, GHA, Amex FHR, Loyalists/Repeats, Key Decision Makers, First Timers & guests on special occasions. Thus, ensuring the highest levels of personalization. Also coordinate with all other Guest relation directors to ensure synergy in the program across the group.
Effective implementation of the ‘Know Your Guest’ Program for all the areas of the hotel.Acts as the face of the hotel and is the one-point contact for any guest complaints / grievances.Coordinate with Palace Services Manager and the TLPS team to ensure highest levels of personalization, attend their briefings also as required. Interacts regularly with guests/patrons, (especially with Single Lady, Long Stayers, and Regular/Repeat guests) and ascertains their feedback with the services provided. Handles all guest queries and complaints in all areas and tries to resolve them or approaches the area in-charge for guest delight.Schedules and attends Royal Club Floor, GM’s cocktail parties and social engagements,
in an effort to further improve on service deliverables.Ensures that Guest Experience Department is managed efficiently in accordance with the established concept statement, always providing a competent, courteous, and responsive and personalized service, following the hotel’s Operating Standards.Champions the Net Promoter Score and Trip Advisor ranking.Reviews the Daily Logbook and ensures all the guest/staff incidents reports, security incidents, accident and near misses are logged, investigated, and rectified and communicated to concerned stakeholders.Is well versed with the general information about all the other Leela properties and is aware of all Brand IP’s, activities, packages, programs,
and promotions within the organization and the hotel.Drives Up-Selling and Cross-Selling and other initiatives by implementing effective methods for enhancing room revenue.Participates in the formulation of the Guest Experience Budget in determining projected revenues and expenses, operating equipment requirements, in line with the requirement of the Annual Business Plan for the hotel.Actively involves and participates in the Training and Development of Leela Leadership Development Management Trainees/ The Leela Palace Service associates – conducts training programs for LLDP/TLPS and reviews their progress during the ‘On the Job’ training phase – focused on guest personalization. Responds properly in any hotel emergency or safety situation and is trained for the same.Assists in setting goals and expectations for all the Executives based on the (LPMT),
coaches & helps the team to meet and exceed these goals by taking an active interest in their career development and growth plan.Plans, designs, and implements detailed induction programs and conducts On the Job Orientation training for Guest Experience Associates.Ensures all associates strictly adhere to the Rules & Regulations and Hotel’s established policies.Attends daily Operations Meeting and contributes to all staff meetings and other related activities.Ensures that all associates report to duty punctually and are well groomed, as per the brand standards. Approves leave requests for the team members after evaluating business requirements.
>
> Organizes and conducts regular meetings for all Guest Experience staff to facilitate communications and smooth operations.Conducts the Training Needs Analysis of the Department and liaises with the training department to design the training calendar plan in lines with the Training Needs Analysis.Qualifications:3 years diploma in Hotel Management/ Bachelors of Hotel Management Graduate preferredShould have an overall experience between 8 -10 years with specific 2-3 years’ experience as Assistant Guest Services Manager or 1 to 2 year as Guest Relations Manager.Proven track record in enhancing guest experience, departmental profitability, employee engagement etc.International hotel experience, preferredProperty Management Software’s like OperaExcellent knowledge in Hotel Operations and services,
concept of luxuryBest Industry Practices – National and internationalRoster building and management, resource allocationCity Knowledge and local attractionsExcellent Communication Skills, Team Handling, Training Skills, Relationship Building, Grievance Handling, Innovative, Problem Solving, Excellent Coordination Skills and Telephone Etiquettes. Well Groomed, Pleasant personality, Approachable and Proactive
▶️ Guest Experience Manager
🖊️ The Leela Gandhinagar
📍 Gandhinagar