Holiday Inn Resort Phuket Karon Beach

Director of guest experience

Job Description
Work in together with all relevant value-added partners to ensure that external training is conducted. Examples: HOTSOS, LQA, TrustYou - Voice of the Guest (VOG).
Accompany with area managers to all VOG (quality) related issues.
Monitor the development of GSS and On-line Reputation in a constant and consistent manner and take necessary actions together with the relevant department heads regarding identified weak and problematic points.
Conduct the Customer Experience briefing of the hotel's orientation.
Respond to all types of guest feedback (e.g. consumer-generated content on various social media or travel sites).
Represent the Customer Experience area in briefings and perform regular updates.
Communicate best practices implemented in the region (quality) and conduct follow-ups on the implementation in the hotel.
Analyze the performance of any Customer Experience related system, such as VOG, social media, travel pages, etc. and communicate improvements, if necessary.
Review Customer Experience tools in the market and report innovations, including products and services in the competitor's market.


Your experience and skills include:
- Experience Food & Beverage minimum 2 years.
- Similar experience for at least 5 years as Guest Experience Director.
- Strong administration skills supported by a good knowledge of technology systems.
- Previous leadership experience required.
- Ability to lead by example, believe in a strong team culture and set the scene for high performance


Guest Experiences Agent

• Demonstrating Reservations, Reception, Concierge, and Royal Service standards of Service & Operational Procedures in all interactions and comply with all brand, hotel and departmental policies and procedures
• Must comply with most current Accor, Fairmont, LQA, and Forbes standards
• Have a complete working knowledge of all applicable systems, machines, and devices.
• Adhere to and promote the Company's Health & Safety policies to ensure a safe work environment and be knowledgeable about all safety & emergency procedures.
• Be able to handle promptly and effectively any queries arising from guests including in-room dining order taking. Following up with guests as needed within 20 minutes.
• Make and/or modify any hotel, restaurant, tour, and transportation reservations. Enter into respective computer software.
• Maintain, monitor, and ensure all requests are logged and responded to in the "Royal Service Manager" system among other systems
• Maintain knowledge of hotel amenities and services, hotel features, hours of operation, and hotel layout including room types, rates and descriptions.
• Maintain knowledge with the hotels rooming procedure and assist as needed, ensuring all guests are escorted to their room/suite/Fairmont Gold lounge and full hotel tour is conducted
• Provide information about hotel services/Promote internal outlets (Restaurants, etc.), provide accurate knowledge of local area and attractions.
• Maintain reservation files, for reservation changes, cancellations, billing, upgrading, etc for all guests
• Prepare arrival and amenity reports. Research database for upcoming arrivals, check preferences, comments and stays for each repeat guest.
• Check and audit daily arrivals (possible duplicate reservations) - daily arrivals report to make sure billing is set up accurately, to set up FPC routing and to input special request codes
• Organize package elements based on arrivals
• Maintain knowledge of current hotel selling strategies, room promotions and packages.
• Upsell reservations at all points of the reservations and check in process.
• Monitor online check-in and pre-checked-in requests. Coordinate room readiness with Housekeeping, pre-register guests and prepare room keys for guests' arrival.
• Process check-in of all hotel and group guests according to established procedures and standards.
• Communicate services and amenities included in packages to guests on packages
• Complete check-out for all hotel and group guests according to established procedures and standards.

Reservation

Assisting and advising customers who may be choosing from a variety of travel options.
Making reservations for customers based on their various requirements and budgetary allowances.
Checking the availability of accommodation or transportation on the customers’ desired travel dates.
Helping plan travel itineraries by suggesting local tourist attractions and places of interest.
Processing payments and sending confirmation details to customers.
Sorting out any issues that may arise with bookings or reservations.
Selling and promoting reservation services.
Answering any questions customers might have about the reservation process.
Up-selling, when appropriate, by informing customers of additional services or special packages, such as tour tickets, travel insurance, or upgraded seats/accommodations.
Providing support to customers who may need to amend or cancel a reservation.
Reservation Agent Requirements:
High school diploma.
Certified travel associate (CTA) or certified travel counselor (CTC), preferred.
Experience working in sales or public relations, preferably in the hospitality or travel industries.
Customer-service experience.
Excellent written and verbal communication skills.
Multi-tasking and time-management skills, with the ability to prioritize tasks.
Proficient in microsoft office suite.
Data entry experience.
Flexible working hours.

Email: [email protected]

Email: [email protected]