Guest Experience Manager - Bulgari Resort Bali

Job Number 23132007
Job Category Rooms & Guest Services Operations
Location Bulgari Resort Bali, Jalan Goa Lempeh Banjar Dinas Kangin, Uluwatu Bali, Bali, Indonesia VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management
Job Summary
The Guest Experience Manager is responsible for overseeing the guest experience at the hotel. This includes ensuring that all guests have a positive and memorable stay, from the moment they arrive to the moment they leave. The Guest Experience Manager will work closely with the butler team, guest activity team, and other departments to ensure that the hotel's guests receive the highest level of service.
CANDIDATE PROFILE
Education And Experience

• High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIES
Leading Butler and Guest Activity Team

• Celebrates successes and publicly recognizes the contributions of team members.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
• Encourages and builds mutual trust, respect, and cooperation among team members.

Maintaining Guest Experience Goals

• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of department.
• Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
• Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.

Ensuring Exceptional Customer Service

• Serves as a leader in displaying outstanding hospitality skills.
• Responds to and handles guest problems and complaints.
• Ensures employees understand customer service expectations and parameters.
• Participates in the development and implementation of corrective action plans to improve guest satisfaction.
• Empowers employees to provide excellent customer service.
• Provides immediate assistance to guests as requested.
• Provides services that are above and beyond for customer satisfaction and retention.
• Observes service behaviors of employees and provides feedback to individuals.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Sets a positive example for guest relations.
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Strives to improve service performance.

Implementing Projects and Policies

• Implements the customer recognition/service program, communicating and ensuring the process.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process.
• Manages payroll administration.

Conducting Human Resource Activities

• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Participates in employee progressive discipline procedures.
• Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.
• Participates in the employee performance appraisal process, providing feedback as needed.
• Uses all available on the job training tools for employees.
• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Supervises on-going training initiatives and conducts training when appropriate.

Additional Responsibilities

• Performs Front Desk duties in high demand times.
• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Maintains high visibility in public areas during peak times.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
Developed in partnership with jeweler and luxury products designer Bulgari, our select Bulgari Hotels & Resorts are located in major cosmopolitan cities and luxury resort destinations. Join our team and help deliver the excitement, timeless glamour and heritage of the Bulgari brand. In joining Bulgari Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.