Guest Experience Manager (m/f)

The Chedi Luštica Bay is the first of seven hotels within the beautiful Luštica Bay. Set on the front line of the marina, it provides a unique experience of waterfront living. A luxurious refuge within easy reach of the main marina lends to the town’s superb dining experiences, lounges, conference facilities, a private beach and pool. The Chedi opened its doors in July 2018. The Chedi Team is fully committed to providing a unique and memorable guest experience. We have formed a team of like-minded people, who take pride and responsibility in everything they do, who value teamwork, act with integrity and respect, and who love to use their own creativity while making our vision reality.

Our Mission is to inspire authentic and meaningful connections.

The Chedi Lustica Bay was born out of a desire to celebrate an active, healthy lifestyle: to experience the beauty our peninsula's nature has to offer, to build community, to engage with locals and fellow travellers, to work and enjoy new adventures.

Guest Experience Manager at The Chedi Luštica Bay Hotel (m/f)

Front Office Department

Guest Experience Manager duties and responsibilities:

• Respond to any questions, needs and desires of guests, and follow up with guests to ensure their requests have been met to their satisfaction
• Respond to guests needs and anticipate their unstated ones
• Expect and react promptly to guests’ requirements and inquires
• Actively listen and resolve guests’ complaints
• Oversee and coordinate all arrivals and departures of special guests (VIPs, SAs etc)
• Coordinate and manage communication between guests and staff (incl Welcome letters etc)
• Promote all amenities, conveniences and programs offered
• Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to
• Appraise team’s performance and produce reports
• Examine activities logbook, assign tasks appropriately and implement control schedule daily

Guest Experience Manager requirements:

• Proven working experience as guest relations/experience manager
• Working experience in hospitality
• Experience with needs assessment techniques, quality standards and satisfaction evaluation techniques
• Familiarity and interest in industry’s latest trends
• Hands on experience with guest relationship management software
• Proficiency in English, multilingualism will be considered an asset
• Excellent problem resolution skills along with outstanding communication and active listening skills
• Ability to work flexible hours
• Highly responsible and reliable with a professional presentation
• BS degree in hospitality management, business administration or related field

Qualification:

• High School or University Degree
• Advance knowledge of MS Office suite
• Valid driver's licence B category
• Full working professional proficiency in English and Montenegrin

Job – Specific Experience:

• Minimum of 2 years of experience in a high-end hotel property
• At least 3 years of experience in the front office or guest relations
• Prior people management experience
• Expertise in the creation and implementation of best practices and SOP's
• Excellent understanding of the hotel industry