Guest Experience Manager
Current● Schedule in-house repairs, pest control and maintenance with the internal team, and external technicians, and coordinate with guests to ensure the properties are kept, and guests maintain satisfaction● Main point of contact for in-house guests’ requests, complaints, maintenance, extensions and in case of emergencies to ensure guest satisfaction● Coordinate costs and reimbursement of maintenance/repair work with property owners and the billing department to minimize the maintenance fees affecting the budget● Update, assign and follow up on cases in Microsoft 365 CRM to ensure every issue is tracked, resolved, and shared within our team ● Participate in on-call rotation as a point of contact for after-hours emergencies, immediately respond and provide a solution to maintain the properties and guest satisfaction● Liaise with building management to organize maintenance and register new guests, most importantly to ensure a good relationship with the building management is maintained● Manage the team servicing the suites by tracking their schedules in Outlook and assisting them with insights and solutions when met with complications● Complete and maintain large-scale projects such as on-call binders, Zendesk integration and problem-resolution flow charts● Negotiate higher rates and longer extensions with guests or the company booking them and update them in Microsoft 365 CRM to increase ADR● Train, and integrate the Guest Experience Management team to ensure working cohesively as the company moves from individual franchises to a single entity
