Guest experience Specialist/Manager

Pracovní nabídka

Summary of Responsibilities:

Reporting to the General Manager, you are bringing your expertise to support the Rooms Department and all operational departments in their strive for quality and results. Responsibilities and essential job functions include but are not limited to the following:

Guest Welcome and Check-In: Greet guests upon arrival, assist with check-in procedures, and provide a warm and informative welcome.
Personalized Guest Services: Understand guest preferences and requirements to offer personalized services, ensuring a unique and tailored experience during their stay.
Concierge Duties: Offer expert advice on local attractions, restaurants, events, and activities, and assist with reservations and bookings as needed.
Guest Communication: Maintain regular communication with guests throughout their stay, ensuring all their needs are met and inquiries are promptly addressed.
Feedback Collection and Response: Gather guest feedback on their experiences, address any issues or concerns, and implement changes to enhance future guest experiences.
Coordinate with Other Departments: Work closely with other hotel departments (like housekeeping, dining, and maintenance) to ensure seamless service delivery.
Maintain Guest Records: Keep accurate records of guest preferences, special requests, and feedback in the hotel’s management system for future reference.
Handling Special Requests: Manage and fulfill special requests from guests, such as room customizations, surprise arrangements, or special occasion celebrations.
Complaint Resolution: Address and resolve guest complaints efficiently and professionally, ensuring guest satisfaction.
Promote Hotel Services and Amenities: Inform guests about the hotel’s services, amenities, and promotions to enhance their stay.
Guest Departure: Assist with check-out procedures, ensuring a smooth departure experience and encouraging future visits.
Stay Informed: Regularly update knowledge about the hotel’s offerings, policies, and changes, as well as local events and attractions.

Qualifications:

Passion for Creating Memorable Experiences: A genuine enthusiasm for enhancing guest satisfaction and creating memorable experiences.
Experience in Guest Relations or Hospitality: Proven experience in guest relations, concierge services, or a similar role within a luxury or boutique hotel environment.
Exceptional Interpersonal Skills: Strong ability to connect with guests, understanding their needs and preferences to provide personalized service.
Communication Proficiency: Excellent verbal and written communication skills in English; proficiency in additional languages (such as Czech, German, French) is highly advantageous.
Knowledge of Local Attractions: Familiarity with Prague's history, culture, and local attractions to provide knowledgeable recommendations to guests.
Problem-Solving Skills: Ability to quickly and efficiently resolve any issues or complaints to ensure guest satisfaction.
Attention to Detail: Keen attention to detail in all aspects of guest service, ensuring a consistent and high-quality experience.
Professional Demeanor: Presenting a polished and professional image in line with the hotel's luxury standards.
Team Collaboration: Ability to work effectively within a team, supporting colleagues and contributing to a positive work environment.
Technical Skills: Proficiency in using hotel management software and basic computer applications.
Flexibility in Scheduling: Willingness to work in shifts, including evenings, weekends, and holidays, to accommodate the hotel’s operational hours.
Educational Background: A degree or diploma in Hospitality Management, Tourism, or a related field is preferred.