Guest Experience Manager

Mandarin Oriental Bodrum

Duties and Responsibilities
Train colleagues on operational procedures (SOP’s) and functions and explain company policies
Revise & change SOP´s when necessary.
To meet managers to stay informed of changes affecting operations and share these changes with Guest Experience team.
Complete daily Guest Experience allocation sheet and share this with relevant departments.
Observe and evaluate colleagues’ appearance and performance to ensure quality service and Compliance with specifications.
Inspect work areas or operating equipment to ensure conformance to established standards in areas such as cleanliness or maintenance.
Apply guest feedback to service improvement efforts.  
Inform colleagues about special events or promotions taking place in the resort
Requisition necessary supplies, equipment, or services.
Resolve guest complaints and ensure follow up is carried out the Guest Experience team
Meet and greet guests ensuring that a smooth sequence of the arrival and departure experience is followed.
 Act on behalf of Mandarin Oriental, Bodrum to ensure all guests are delighted and satisfied at all times.
Supervise and maintain the Legendary Quality Experience, Pillar and MOQA standards.
Create a safe, comfortable, and friendly working environment to enable the team to deliver an outstanding overall level of service.
Welcome guests to their assigned suites and explain, in accordance with of Legendary Quality Experience required standards, facilities and services provided by Mandarin Oriental, Bodrum.
Implement and maintain the Legendary Quality Experience Standards throughout the department.

Requirements
Knowledge of computers and systems.
Successful problem solving skills.
Possess an excellent written and verbal command of English.
Excellent overall communication skills.
Able to multi-task.
Strong desire to provide excellent guest service.
The ability to work well in a team environment. 
Possess a pleasant and outgoing personality.
Multi-lingual is preferred
Official Guest Experience Manager School qualification
Previous luxury hotel experience