Relief Guest Experience Manager

The Relief Guest Experience Manager supports daily guest service operations by covering shifts as needed and ensuring a high level of guest satisfaction. This role assists with front desk operations, guest inquiries and concerns, team support, and maintaining service standards while stepping in during absences or peak periods.

KEY RESPONSIBILITIES

• Supervise Guest Services Associates. Maintain and implement as necessary the SOP’s in Guest Services and undertake regular monthly audits and review to ensure standards are being met.
• Maintain and ensure the check in times and quality of the welcome experience for our guests. Assist with check-ins and check-outs at the front desk, where necessary.
• Resolve guest and employee complaints. Keep Director of Operations informed of any risk or opportunity in relation to any experience or inter-action.
• Maximize room sales and revenue for the hotel. Ensure Guest Servic...