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Guest Experience Director

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Mumbai Mumbai City Navi Mumbai, India beBeeGuestServices Full time US$ 80,000 - US$ 1,20,000

Job Summary

This is a dynamic role that oversees the day-to-day operations of the property, ensuring that exceptional customer service standards are maintained. The ideal candidate will have excellent leadership and interpersonal skills, with the ability to motivate and encourage team members to achieve their full potential.

About the Role

  • The Guest Services Manager will be responsible for leading guest services teams, utilizing effective communication skills to lead, influence, and encourage others.

  • Developing specific goals and plans to prioritize, organize, and accomplish work, while handling complaints and resolving disputes in a fair and timely manner.

  • Maintaining strong working relationships with all departments to support property operations and goals.

  • Intervening 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 regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations.

  • Managing payroll administration, supervising on-going training initiatives, and participating in the employee performance appraisal process.

Key Responsibilities

The successful candidate will be responsible for:

  • Leading guest services teams to deliver exceptional customer service.

  • Developing and implementing corrective action plans to improve guest satisfaction.

  • Implementing the customer recognition/service program, communicating and ensuring the process.

  • Managing payroll administration, supervising on-going training initiatives, and participating in the employee performance appraisal process.

Requirements

To be considered for this role, you will need:

  • A high school diploma or equivalent, with 2 years' experience in the guest services, front desk, or related professional area.

  • Or a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

Benefits

We offer a competitive salary and benefits package, including:

  • A comprehensive training program to support your development and growth.

  • Ongoing opportunities for career advancement.