Front Office - Guest Experience Manager

Swissôtel Grand Shanghai

Location: CN - Shanghai

11/11/16 17:30
Job Details
“a passion for perfection”

Swissôtel Hotels & Resorts is a distinctive group of deluxe
hotels where we put the emphasis on our people. We strive to provide a
motivating and rewarding environment that attracts inspired and talented people
who are willing to bring news ideas, use & develop their knowledge to
reinvent their career path.

Guest Experience Manager

Position Objective: continual
improvement of the guest experience and online reputation of the hotel,
monitoring performance and guest feedback, being the voice of the guest at the
hotel, supporting GM and HODs on achieving positive results and defined guest experience targets.

Summary of Responsibilities:

* Leads and supports all guest experience
initiatives at the property
* Supports GM in driving a guest centric culture in the hotel and create
awareness and understanding among all Ambassadors on the importance of guest
* Reviews guest feedback
daily, identifies trends and areas for improvement on a regular basis and
shares with relevant stakeholders (at a minimum once a week)
* Represents guest experience / be the voice of
the guest daily at the morning briefing with updates and highlights points for
improvement and guest praise
* Conduct guest experience management overview induction for new hires and
thorough induction on guest experience for all new
Department Heads/Managers within the first month of employment
* Conducts a weekly guest experience meeting
with individual Department Heads, communicates performance, supports and pushes
Management Action Plan efforts


We are looking for a well organized and creative candidate with excellent communication and interpersonal skills, who is able to display a “passion for perfection” and work in a dynamic environment. In addition, the candidate should possess:

* Bachelor’s Degree in Hospitality/HR or
related areas;
* Strong user knowledge of Microsoft Outlook
and Microsoft Office tools;
* Experience in 5-star Luxury Hospitality
* Strong background in hotel operations; (minimum
of 5 years in hotel operations including at least 2 years of Duty Manager /
Assistant Manager position)

Physical Aspects of Position:

Physical aspects of the position include but are not limited to the following:

Frequent standing and walking throughout shift

Occasional kneeling, pushing, pulling, lifting

Occasional ascending or descending ladders, stairs and ramps

Swissôtel Hotels & Resorts offers broad career development possibilities within a growing international group and competitive conditions of employment.

If you feel you are ready for your next professional challenge, send us your application today.

Job Level
: Management / Supervisory

: Full-time

: Day Job

Closing Date
: 12.Dec.2016, 8:59:00 PM

Job Number: