Guest Experience Manager

at  Sofitel

NESTLED IN THE HEART OF WELLINGTON, SOFITEL WELLINGTON EPITOMIZES UNPARALLELED LUXURY AND SOPHISTICATION. SEAMLESSLY COMBINING MODERN ELEGANCE WITH TIMELESS CHARM, OFFERING DISCERNING TRAVELLERS AN EXQUISITE EXPERIENCE LIKE NO OTHER.

Job Description
An extraordinary guest experience begins with you. As Guest Experience Manager, you will ensure a warm welcome feeling for our guests as soon as they arrive.

Your responsibilities and essential job functions include but are not limited to the following:

• Provide a sense of welcome and departure to all guests, mainly for VIP guests, regular guests, long stay guests, service recovery guests, Club members and members of other Accor marketing programs, high-spend customers and guests celebrating special occasions by maintaining a contact point to assist them during their stay
• Coordinate pre arrival contact of all guests prior to arrival to arrange special requirements for upcoming stay
• Be conversant with daily VIP/Loyalty movements and work with relevant departments to ensure smooth guest transition and recognition
• Respond to identified high priority logbook entries, and report back to GM/RDM on outcomes and suggested course of action
• Active involvement in VIP networking functions, for example: GM Cocktails/Loyalty Drinks etc.
• Update departments daily on VIP movements and special needs.
• Promote quality standards, communicating policies and procedures to all process owners.
• Perform root cause analysis for complaints (CEO Feedback, online reviews) and develop action plans to eliminate complaints.
• Compile feedback reports to drive improvements and lead Brand Assurance Meetings.
• Share guest feedback, recognize positive comments, and follow up daily.
• Handle escalated complaints, support the Front Office, and respond to guest priorities.
• Research competitors to keep up to date with current trends or unique initiatives.
• Stay updated on competitor trends and take action on Trust You, LQA, and loyalty feedback.
• Attend key Sales and Marketing events related to loyalty and brand focus.

Qualifications

Our Guest Experience Manager must have:

• 2 years + working experience in a 5 star luxury hotel in a similar role
• Diploma in Hospitality and Tourism Management (Level 5 and above)
• Must hold a Duty Managers Certificate
• Must hold a valid NZ Drivers Licence
• PMS experience required - (Opera cloud preferred)
• Ability to work well under pressure in a fast paced environment
• Previous leadership experience in a similar role
• Proficient knowledge of computer systems such as: Microsoft Word, Excel & Outlook is required
• Excellent verbal and written communication skills.
• You take ownership of important issues, solve problems, and make effective decisions.
• Experience managing invoices, floats and folios.
• Experience managing guest reviews in Trust you
• Flexibility to work evenings, weekends, and public holidays as required.

Additional Information

• Provide a sense of welcome and departure to all guests, mainly for VIP guests, regular guests, long stay guests, service recovery guests, Club members and members of other Accor marketing programs, high-spend customers and guests celebrating special occasions by maintaining a contact point to assist them during their stay
• Coordinate pre arrival contact of all guests prior to arrival to arrange special requirements for upcoming stay
• Be conversant with daily VIP/Loyalty movements and work with relevant departments to ensure smooth guest transition and recognition
• Respond to identified high priority logbook entries, and report back to GM/RDM on outcomes and suggested course of action
• Active involvement in VIP networking functions, for example: GM Cocktails/Loyalty Drinks etc.
• Update departments daily on VIP movements and special needs.
• Promote quality standards, communicating policies and procedures to all process owners.
• Perform root cause analysis for complaints (CEO Feedback, online reviews) and develop action plans to eliminate complaints.
• Compile feedback reports to drive improvements and lead Brand Assurance Meetings.
• Share guest feedback, recognize positive comments, and follow up daily.
• Handle escalated complaints, support the Front Office, and respond to guest priorities.
• Research competitors to keep up to date with current trends or unique initiatives.
• Stay updated on competitor trends and take action on Trust You, LQA, and loyalty feedback.
• Attend key Sales and Marketing events related to loyalty and brand focus