Guest Experience Supervisor

The Luxe Nomad; Provinsi Bali; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A prestigious company located in Bali is seeking a Guest Experience Manager to enhance guest interactions from pre-arrival to departure. This role involves coordinating requests, ensuring excellent customer service, and managing communication among various stakeholders to deliver an exceptional guest experience.

Qualifications

• Experience in hospitality or customer service related industry highly regarded.
• Previous experience in a similar role highly regarded.

Responsibilities

• Manage all guest requests that come in through various communication platforms.
• Ensure a smooth handover from Guest Experience to Operations.
• Conduct regular checks in the booking system to ensure it is correctly updated.

Skills

Excellent level of written and verbal English

Proficient in Microsoft applications

Organized

Proactive and self-managing

Accuracy & attention to detail

Positive interpersonal skills

Education

Degree in Hospitality or Tourism

Job description

Role Overview

Purpose:

To be responsible for the Guest Experience section, to complete guest's journey from pre-arrival through departure. Your role involves to manage the first impressions, directly address the needs of guest and inform other team members of guest needs in order to ensure an exceptional guest experience.

Communication:

• Internal: Management team and all other departments within the office
• External: Villa's Guest , Travel Agent , Transport Agent

Main Duties:

• Handling and managing all guest requests (post-booking) that come in through various communication platforms (ex. Emails, Instant Messaging Apps, Calls, etc) and sources (websites, travel agents, online travel agents, direct clients, etc). Note: full Guest Experience service doesn’t apply to travel agents
• Obtaining and correctly recording in Freshdesk & RoomBoss all details related to the booking and guest (includes but not limited to service, service dates, booking preferences, customer details, etc.)
• Providing guests with service options that are available for their stay but also relevant to their preferences and budget.
• Answers guests in timely and accurate manner.
• Actively focusing on providing excellent customer service and offering service and activity options (up-selling) to our guests.
• Assisting guests with completing payments for bookings - this includes creation of invoices, payment links, providing correct bank account details (when applicable), and following up payments within required payment deadlines.
• Support any service bookings that need to amend, refund, cancel, and/or receive credit. This includes coordinating with relevant departments regarding the changes.
• Ensure a smooth handover from Guest Experience to Operations to ensure a smooth check-in process for the guests. This includes providing all services, preferences and details to the Operations Team that was shared during the guest experience process.
• Attending guest/agent related functions where necessary
• Attending regular inspection and familiarization visits to the portfolio in order to be up to date with the ongoing situation in the properties and surrounding areas.
• Manage complaints and issues that may arise within booking process to the best of their abilities prior to escalating to senior members of the team.
• Conducts regular checks in the booking system to ensure it is correctly updated - this includes customer details, service booking details, working with Reservations to maximize allocation for multi unit properties.
• Attending guest/agent related functions - assisting with creating invite list of such functions (such as agent lunches and open houses)
• Assists with extracting data relevant to the Guest Experience Team in order for management to create reports. This includes ensuring the data extracted is complete (properly marked) and working with the team if not. This also pertains to the weekly check-in/out report.
• Assists with conducting and/or arranging team trainings for both new team members and refresher trainings/system updates, etc with existing team members
• Partner Relations - Follow the T&C’s/policies set in place by our partners and maintain a good relationship with them. This includes initiating meetings with them to ensure we are updated on new properties, policies, etc.
• Initiating the update of partner directory as well as any update emails/meetings that need to take place to brief the team and other departments on changes, updates, feedback from partners. This includes working with the team to update the partner directory.
• Works with the team to troubleshoot complicated front end (guest related situations, service recovery, discount matrix, etc) and back end (tech/system related issues) concerns
• Initiating new villa onboarding process - this includes working with Senior Reservations Executive on scheduling the site inspections, ensuring FAQ’s are prepared prior to site visit, etc.
• Frequently updates the partner directory
• Initiating interdepartmental meetings to update on SOP changes, issues, concerns, updates where necessary.

Role Specifications:

• Qualifications: Degree in Hospitality or Tourism
• Experience: Experience in hospitality or customer service related industry (Hotel/Villa operation background highly regarded) Previous experience in a similar role highly regarded

Skills:

• Excellent level of written and verbal English
• Proficient in Microsoft applications i.e. Microsoft Word, Excel & PowerPoint
• Organized with the ability to prioritize and able to deliver results to deadlines
• Proactive and self-managing
• Accuracy & attention to detail
• Positive interpersonal skills