Guest Experience Manager - Food & Beverage Job at Four Seasons (Mumbai)

Job Description

Serves as the Guest Relations Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest-related situation. Manages the flow of questions and directs guests within the F&B – AER. Serves as Guest Relations Manager for F&B Service - AER and handles the reservation process and desk management. Reports to the F&B Manager.

Job Responsibility

Serves as the Guest Relations Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided
Represents property management in resolving any guest-related situation
Manages the flow of questions and directs guests within the F&B – AER
Serves as Guest Relations Manager for F&B Service - AER and handles the reservation process and desk management
Reports to the F&B Manager
Leading Guest Services Teams
Maintaining Guest Services and F&B goals
Ensuring Exceptional Customer Service
Implementing Projects and Policies
Conducting Human Resource Activities
Spearheads the reservation process and desk management with the assistance of the venue manager
Provides information to supervisors, co-workers, and subordinates
Analyzes information and evaluates results to choose the best solution and solve problems
Informs and/or updates the executives, peers, and subordinates on relevant information promptly
Maintains high visibility in public areas during peak times
Understands and can implement all emergency plans
Performs duties in high-demand times In AER

Requirements

High school diploma or GED
2 years experience in 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
Utilizes interpersonal and communication skills to lead, influence, and encourage others
advocates sound financial/business decision-making
demonstrates honesty/integrity
leads by example
Encourages and builds mutual trust, respect, and cooperation among team members
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
Establishes and maintains open, collaborative relationships with employees
Develop specific goals and plans to prioritize, organize, and accomplish your work
Handles complaints, settles disputes, resolves grievances and conflicts, or otherwise negotiates with others
Maintains a strong working relationship with all departments to support property operations and goals
Intervenes in any guest/employee situation as needed to ensure the integrity of the property is maintained
Provides services that are above and beyond for customer satisfaction and retention
Improves service by communicating and assisting individuals to understand guest needs
Manages day-to-day operations, ensuring quality, and standards and meeting the expectations of the customers daily
Respond to and handle guest problems and complaints
Empower employees to provide excellent customer service
Observes service behaviors of employees and provides feedback to individuals
Strives to improve service performance
Provides immediate assistance to guests as requested
Ensures employees understand customer service expectations and parameters
Implements the customer recognition/service program
Ensures property policies are administered fairly and consistently
Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
Provides guidance and direction to subordinates, including setting performance standards and monitoring performance
Participates in employee progressive discipline procedures
Uses all available on-the-job training tools for employees
Solicits employee feedback, utilizes an “open door” policy
Supervises ongoing training initiatives and conducts training when appropriate
Participates in the employee performance appraisal process, providing feedback as needed
Spearheads the reservation process and desk management with the assistance of the venue manager
Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
Analyzes information and evaluates results to choose the best solution and solve problems
Informs and/or updates the executives, peers, and subordinates on relevant information promptly
Maintains high visibility in public areas during peak times
Understands and can implement all emergency plans including accidents, deaths, elevators, thefts, vicious crimes, bombs, fire, etc.
Performs duties in high-demand times In AER
Adaptability
Communication
Problem-Solving and Decision-Making
Professional Demeanor
Building and Contributing to Teams
Driving for Results
Planning and Organizing
Coworker Relationships
Customer Relationships
Global Mindset
Organizational Capability
Talent Management
Applied Learning
Business Acumen
Technical Acumen
Guest Services
Problem Resolution
Basic Computer Skills
Mathematical Reasoning
Oral Comprehension
Reading Comprehension
Writing

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Guest Experience Manager - Food & Beverage

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