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519 Guest Service Jobs

Guest Experience Director

HILTON

4.3

based on 500 Reviews

2-3 years

Bangalore / Bengaluru

1 vacancy

Guest Experience Director

Hilton

posted 16hr ago

Job Role Insights

Key skills for the job

Auditing Hospitality Relationship Management Active Directory Customer Experience Management Quality Audit

+ 4 more

Job Description

As the Guest Experience Director/ Manager, you will be responsible for performing the following tasks to the highest standards:

Responsible to achieve Guest Experience KPI s such as Stay Experience, HH member experience, QA audits and Review Site Index scores.

Build a culture of Guest delight at any guest touch point in the hotel.

Build a Core Team of Guest Experience Champions at the hotel and roll out Guest Related Brand initiatives as and when needed.

Assist to oversee daily operations in all Guest Experience team, drive departmental objectives for self and team, ensure effective communication and working in a team to reach department KPIs.

Create a WOW experience of guests, elevating on guest experience - inclusive of high impact touch points and consistently meet and exceed guests and VIP expectations.

Support service recovery initiatives in conjunction with concerned departments

Conducts monthly audit to ensure compliance with company and brand standards.

Support LD Manager in doing the Quality Meet and driving quality audits.

Lead the Guest Experience initiatives to ensure that appropriate training is conducted for team members and guidance provided to perform on their task.

Reviews guest feedback with leadership team and ensures appropriate corrective action is taken. To deliver our customer promise Make it Right Before during and after the stay.

Responds to and handles guest problems and complaints.

Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

Models service behaviors that meet or exceed guest expectations.

Attend departmental briefings regularly to share and advise the team of any updates related to guest experience.

Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and guest care to team members and guests.

Develop and maintain relationship with VIP guest and special attention guests, recognizing their preferences and ensuring attention are met and ensure information are shared across the hotel departments.

Undertake daily MOD responsibilities when scheduled.

Get familiar with hotel operating system especially OnQ PMS, Kipsu, HotSOS, FCS

Undertake tasks as required from by General Manager

Carry out any other reasonable duties and responsibilities as assigned.

What are we looking for?

At least 2-3 years of experience in a senior customer experience role in the services sector

Employment Type: Full Time, Permanent

Read full job description

Prepare for Director roles with real interview advice

What people at Hilton are saying

3.0

Rating based on 1 Director review

Anonymous · Other

Likes

Very nice people, great travel benefits, relatively high overall package and comp

Salary - Excellent

+2 more

Dislikes

Hierarchical. If you don't come from commercial, revenue or hotels, your career is basically dead. Senior leadership is very tone deaf, old, white and disconnected from the rest of corporate employees. They play lip service to culture, but they are there to keep the status quo and their cushy exec packages. It is a dinosaur or a comp..Read More