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Guest Experience Specialist

2 weeks ago

Sydney, New South Wales, Australia Sofitel Mumbai BKC Full time

Sofitel Mumbai BKC welcomes guests into a world of luxury blending French Art de Vivre and local culture. As the Front Desk Manager, you will play a crucial role in delivering exceptional guest experiences.

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The role involves overseeing duty managers, reception, and one touch teams to ensure seamless operations. You will focus on arrival and departure experiences for guests, own loyalty within the hotel through membership enrolments and satisfaction, and work on strategies to achieve key performance indicators such as upselling, loyalty enrolments, guest experience arrival and departure scores, Ambassador Engagement, and financial targets.

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You will work with all hotel departments to ensure that guests have a positive experience from arrival to departure. The successful candidate will demonstrate strong leadership skills, commit to Sofitel's core values, and contribute to the hotel's success.

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Key Areas of Responsibility:

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  • Delivering exceptional guest experiences\
  • Overseeing duty managers, reception, and one touch teams\
  • Focusing on arrival and departure experiences for guests\
  • Owning loyalty within the hotel\
  • Working on strategies to achieve key performance indicators\
  • Collaborating with all hotel departments\
  • Contributing to the hotel's success\
  • Demonstrating commitment to Sofitel's core values\
  • Developing and implementing strategies to improve guest satisfaction\
  • Monitoring and controlling expenses\