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Customer Experience Manager

1 week ago


Dublin, Dublin City, Ireland TN Ireland Full time
Job Description

The Customer Experience Manager plays a vital role in ensuring that every guest has a memorable and enjoyable stay at our hotel. This position is responsible for managing the front desk operations, handling guest check-ins and check-outs, and providing exceptional customer service.

Key Responsibilities
  • Process guest arrivals and departures efficiently, verifying guest identities and forms of payment.
  • Assign rooms and activate/deactivate room keys as needed.
  • Set up accurate accounts for each guest based on their requirements.
  • Enter Marriott Rewards information and ensure rates match market codes.
  • Secure payments prior to issuing room keys and verify/adjust billing as necessary.
  • Compile and review daily reports/logs/contingency lists to identify areas for improvement.
  • Complete cashier and closing reports to ensure accuracy and transparency.
  • Provide guests with directions and property information to enhance their experience.
  • Acknowledge and address guest requests promptly, escalating issues to management if necessary.
Team Leadership
  • Support management in training, evaluating, counseling, motivating, and coaching employees to achieve common goals.
  • Foster positive working relationships and maintain confidentiality of proprietary information.
  • Ensure adherence to company policies and procedures, reporting accidents, injuries, and unsafe work conditions to management.
Guest Service
  • Welcome and acknowledge guests, anticipating and addressing their service needs.
  • Assist individuals with disabilities and thank guests with genuine appreciation.
  • Speak clearly and professionally, preparing and reviewing written documents accurately.
  • Ensure quality standards are met through regular reviews and feedback.
  • Use computers/POS systems to enter and locate information efficiently.
  • Perform physical tasks such as standing, sitting, or walking for extended periods, moving objects weighing less than or equal to 10 pounds without assistance.