-Establish foundation of the guest experience journey.
-Analyze all guest reviews.
-Ensure that all guest complaints are handled in a timely manner and answered too.
-Ensure that every department incorporate and instill guest experience to all their colleagues.
-Create team of “guest experts” such as lady in red, and other key members at touch points. (Reception, Breakfast, Spa)
-Liase with training executive to improve general skills when dealing with the guests.
-Liase with reception and reservations for guest arrival.
-Responsible for creating a database of guest experience.
-Continuously seek and support new approaches, practices and processes to improve guest experience
-Regularly perform KEA checks as specified by Hotel management.