The Leela - Manager - Guest Relation (3-5 Yrs) Gandhinagar/Gujarat (After-Sales/Customer Service)

1. Assist in the development and implementation of Guest Experience Policies, Operating Procedures and Training Programs, Manuals, Directives, Work Schedules, Rules and Regulations for the Guest Experience Team. Most importantly ensuring that all divisions are taking responsibility for Guest Experience and Engagement at the hotel. 2. A daily check list for the above to be maintained and assist in designing & implementing a consistent Guest Experience Program. With focus on - Single Lady, Long Stayers, Young Guest, High Net Worth Individuals, GHA, Amex FHR, Loyalists/Repeats, Key Decision Makers, First Timers & guests on special occasions. Thus, ensuring the highest levels of personalization. Also coordinate with all other Guest relation directors to ensure synergy in the program across the group. 3. Effective implementation of the Know Your Guest Program for all the areas of the hotel.4. Acts as the face of the hotel and is the one-point contact for any guest complaints / grievances.5. Coordinate with Palace Services Manager and the TLPS team to ensure highest levels of personalization, attend their briefings also as required. 6. Interacts regularly with guests/patrons, (especially with Single Lady, Long Stayers, and Regular/Repeat guests) and ascertains their feedback with the services provided. Handles all guest queries and complaints in all areas and tries to resolve them or approaches the area in-charge for guest delight.7. Schedules and attends Royal Club Floor, GM s cocktail parties and social engagements, in an effort to further improve on service deliverables.8. Ensures that Guest Experience Department is managed efficiently in accordance with the established concept statement, always providing a competent, courteous, and responsive and personalized service, following the hotel s Operating Standards.9. Champions the Net Promoter Score and Trip Advisor ranking.10. Reviews the Daily Logbook and ensures all the guest/staff incidents reports, security incidents, accident and near misses are logged, investigated, and rectified and communicated to concerned stakeholders.11. Is well versed with the general information about all the other Leela properties and is aware of all Brand IP s, activities, packages, programs, and promotions within the organization and the hotel.12. Drives Up-Selling and Cross-Selling and other initiatives by implementing effective methods for enhancing room revenue.13. Participates in the formulation of the Guest Experience Budget in determining projected revenues and expenses, operating equipment requirements, in line with the requirement of the Annual Business Plan for the hotel.14. Actively involves and participates in the Training and Development of Leela Leadership Development Management Trainees/ The Leela Palace Service associates - conducts training programs for LLDP/TLPS and reviews their progress during the On the Job training phase - focused on guest personalization. 15. Responds properly in any hotel emergency or safety situation and is trained for the same. (ref:updazz.com)

Payroll Type : Permanent