Guest Experience Manager

About the Role

The Guest Experience Manager plays a critical role in creating memorable experiences for all guests of the hotel. This position requires a highly motivated and guest-oriented individual with excellent communication and problem-solving skills. The Guest Experience Manager is responsible for leading all aspects of guest services, from pre-arrival to post-stay, ensuring a seamless and enjoyable guest journey.

Key Responsibilities

Guest Service:

• Manage the pre-arrival planning process for a flawless guest experience.
• Oversee check-in and check-out procedures, including financial transactions.
• Create a personalized arrival experience.
• Anticipate and address guest needs proactively.
• Resolve guest complaints and issues promptly and effectively, ensuring guest satisfaction.
• Handle guest inquiries and provide information about the hotel, the restaurant, local attractions, and amenities.
• Provide memorable and intuitive service experiences for guests throughout their stay.

Guest Relations:

• Build strong relationships with guests and foster loyalty.
• Manage guest feedback and reviews effectively.
• Implement strategies to enhance the guest experience.
• Coordinate guest amenities and special requests.
• Assist in planning and executing special events and promotions.

Team Leadership:

• Lead and mentor the Front Office team including Guest Experience Specialists and Guest Services Attendants.
• Train and develop team members on guest service procedures and standards.
• Motivate and inspire the team to provide exceptional service.
• Work closely with the Housekeeping and Food & Beverage teams to ensure a seamless service experience

Administrative Duties:

• Manage employee schedules, shift assignments, and departmental coverage to optimize operations.
• Maintain accurate guest records and update relevant databases for personalized service.
• Prepare detailed reports on guest satisfaction, service trends, and operational performance.
• Monitor and analyze guest feedback to drive continuous improvement initiatives.
• Ensure compliance with hotel policies, guest service standards, and brand expectations.
• Assist in budget planning, forecasting, and cost control within the department.
• Oversee inventory management of guest service supplies and coordinate orders as needed.

Qualifications and Skills:

• Education: High School Diploma or equivalent required. Post-secondary education in Hospitality Management or a related field preferred.
• Experience: Minimum five years of experience in a guest-facing role within the hospitality industry (e.g., Front Desk Agent, Concierge, Guest Services Representative).
• Skills:
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• Exceptional customer service orientation with a focus on guest satisfaction.
• Strong organizational and time management skills.
• Proficiency in using Property Management Systems (PMS) and other relevant software.
• Ability to work independently and as part of a team.
• Strong attention to detail and accuracy.
• Ability to work flexible hours, including evenings, weekends, and holidays.

If you are a dynamic and experienced hospitality professional with a passion for delivering exceptional guest experiences, we invite you to join our team as a Full-Time Guest Experience Manager at Nobu Hotel Toronto.

Apply now to be part of a luxury hotel experience that exemplifies excellence in service and hospitality.