Director of Guest Experience

Your Role

• Ensures that all guest information is handled according to Rosewood Standards.
• Ensures that the Guest preference forms are duly completed by guests and updated prior to their arrival.
• Ensures that any information received from the Guest preference form or by any other channel, is correctly dispersed to the relevant departments prior to the guest s arrival as to ensure that all requests are followed through.
• Ensure challenges or opportunities occurring previous, during or past a guest stay, are methodically recorded in Opera.
• Contacts guests v a telephone, e-mail, Glowing or in person within the same day as the query being received.
• Ensures that special requests and alerts or traces to respective department are being addressed.
• Maintains complete knowledge of the Hotel & its services (F&B promotions / Rooms / Special Guest programs and Spa facilities, etc.).
• Is fully conversant with new promotions, menu changes, scheduled in-house guest activities, daily house counts and expected arrivals and departures including VIP arrivals and their background.
• Hosts and welcomes all guests in a gracious and polite manner; to have the ability to hold a conversation with the guest in a natural and spontaneous way.
• Receives all Trust you online guest comments (included but not limited to Trust You surveys, Tripadvisor etc)
• Ensures each negative review which is obtained through other channels (Google, Tripadvisor, Booking.com.etc.) is logged in Knowcross to initiate an internal follow up.
• Submits summary Trust You glitches reported generated through Knowcross before 3rd of the month for the previous month.
• Pre research guests profiles, status and required information in order to personalize their stay.
• Assemble TOP VIPs guest s profiles (Show me you Know me) and distribute across the hotel prior to arrival.
• Monitors guests birthdays and sends birthday online cards.
• Prepares the necessary information, reports and monitors their activities throughout the day.
• Ensures that guest s preference and relevant information are updated in Opera.
• Ensures that flower arrangements and/or beverages and/or pastry products are ordered, if necessary or requested, and are placed in guest room in a correct and timely manner.
• Follow any special guest room decorations and make sure they are properly done.
• Ensures VIP rooms are pre-checked and inspected. The same will apply to special occasion requests and set ups.
• Coordinates the preparation and organization of all welcome / welcome back amenities and amenity process for all arriving and in-house guests.
• Understand and be able to perform all duties of the Managers on Duty.
• Motivate and provide a working environment in which associates are productive and working together to their strongest ability. Ensure positive communication with associates and manager, keeping morale high.
• Promote & encourage creativity in efforts to deliver memorable guest journeys.
• Ensure the Rota is done correctly and in a timely manner.
• Actively lobby host and act as a role model for the team on Duty.
• Have a thorough knowledge of the Front Office systems, such as Opera, Knowcross and Vingcard.
• At all times strive to represent Rosewood Doha in the most professional, courteous, and efficient manner.
• Assist with managing the performance of the Guest Relations, Service Center team to ensure the team deliver the highest quality and Rosewood brand service standards to consistently meet and exceed all guest and VIP expectations.
• Communicate all new policies and procedures to all associates. Ensure all departmental SOPs are updated and followed up correctly by the team.
• Continuously strive for new thoughts and ideas to improve and strengthen the Guest Relations team, up-date procedures and implement them.
• Handle any guests problems or complaints in an understanding and hospitable manner. Ensure they are resolved and followed through by the Managers on Duty.
• Monitor associate s appearance on a daily basis, ensure the correct dress code is adhered to, to maintain our professional image.
• Always use the correct standard and etiquette when answering the telephone and emails.
• Work together with the Director of Front of House with regards to SAG s and any special procedures which may be necessary for their arrival and departure.
• Communicate through pre-shift logs, emails, and departmental meetings all pertinent information for the respective shift and areas of operation.
• Have a complete knowledge of all the guest rooms.
• Attend daily operational morning meetings.
• Participate in all hotel and departmental initiatives.
• Work closely with other department heads in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
• Be responsive to associates needs and problems; be firm, fair, and consistent in dealing with challenges.
• Liaise and supervise the team to ensure all group arrivals procedures are followed consistently; the rooming lists, accounting instructions and special requests are adhered to.
• Constantly keep the Director of Front of House updated on the performance of the Guest Relations team.
• Spot check, Supervisors, Guest relations associates, Service Center Associates to ensure the Rosewood brand standards are being adhered to.
• Strive to achieve upselling goals by leading by example and motivating the team.
• Promote the hotels facilities effectively.
• Take an active role in the preparation of associate performance reviews/appraisals with the Director of Front of House.
• Understand the structure and standards to ensure a smooth operation between Guest Relations, Front office, Finance and Housekeeping.
• Take an active role in daily handovers contributing and communicating relevant issues.
• Respond to all guest requests in a prompt and courteous manner.
• Assist the Director of Front of House to organize monthly departmental meetings, competition of departmental goals and assist to ensure all departmental projects are being completed in a timely manner.
• Attending training sessions both internal and external.
• Take an active role in recruitment for the Guest Relations team.
• Report all disciplinary and grievance matters immediately to Assistant/Director Front of House.
• Monitor that all LQA, Forbes and Rosewood standards are met.