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Guest Experience Manager

3 weeks ago

Toronto, Canada Nobu Hotel Toronto Full time

**About the Role**

The Guest Experience Manager plays a critical role in creating memorable experiences for all guests of the hotel. This position requires a highly motivated and guest-oriented individual with excellent communication and problem-solving skills. The Guest Experience Manager is responsible for leading all aspects of guest services, from pre-arrival to post-stay, ensuring a seamless and enjoyable guest journey.

**Key Responsibilities**

**Guest Service**:

- Manage the pre-arrival planning process for a flawless guest experience.
- Oversee check-in and check-out procedures, including financial transactions.
- Create a personalized arrival experience.
- Anticipate and address guest needs proactively.
- Resolve guest complaints and issues promptly and effectively, ensuring guest satisfaction.
- Handle guest inquiries and provide information about the hotel, the restaurant, local attractions, and amenities.
- Provide memorable and intuitive service experiences for guests throughout their stay.

**Guest Relations**:

- Build strong relationships with guests and foster loyalty.
- Manage guest feedback and reviews effectively.
- Implement strategies to enhance the guest experience.
- Coordinate guest amenities and special requests.
- Assist in planning and executing special events and promotions.

**Team Leadership**:

- Lead and mentor the Front Office team including Guest Experience Specialists and Guest Services Attendants.
- Train and develop team members on guest service procedures and standards.
- Motivate and inspire the team to provide exceptional service.
- Work closely with the Housekeeping and Food & Beverage teams to ensure a seamless service experience

**Administrative Duties**:

- Manage employee schedules, shift assignments, and departmental coverage to optimize operations.
- Maintain accurate guest records and update relevant databases for personalized service.
- Prepare detailed reports on guest satisfaction, service trends, and operational performance.
- Monitor and analyze guest feedback to drive continuous improvement initiatives.
- Ensure compliance with hotel policies, guest service standards, and brand expectations.
- Assist in budget planning, forecasting, and cost control within the department.
- Oversee inventory management of guest service supplies and coordinate orders as needed.

**Qualifications and Skills**:

- Education: High School Diploma or equivalent required. Post-secondary education in Hospitality Management or a related field preferred.
- Experience: Minimum five years of experience in a guest-facing role within the hospitality industry (e.g., Front Desk Agent, Concierge, Guest Services Representative).
- Skills:
- Excellent communication and interpersonal skills.
- Strong problem-solving and conflict resolution abilities.
- Exceptional customer service orientation with a focus on guest satisfaction.
- Strong organizational and time management skills.
- Proficiency in using Property Management Systems (PMS) and other relevant software.
- Ability to work independently and as part of a team.
- Strong attention to detail and accuracy.
- Ability to work flexible hours, including evenings, weekends, and holidays.

If you are a dynamic and experienced hospitality professional with a passion for delivering exceptional guest experiences, we invite you to join our team as a Full-Time Guest Experience Manager at Nobu Hotel Toronto.

Nobu Hotel Toronto is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.

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