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GUEST EXPERIENCE MANAGER

KMC Work Location: SM AURA

Location: Taguig City, Metro Manila

Date Posted: 2022-07-26

Hiring Organization: KMC Solutions | XTN-E423446

Career Category: Admin / Reception

Lartisien, former Grand Luxury Group is a travel and lifestyle company specialized in crafting high-end experiences. We do this through an exclusive Collection of the world’s absolute best hotels. The company was founded in 2007 in Paris by two brothers, Ivan and Rouslan Lartisien, and 15 years later, we are an award-winning company and a benchmark in the world of luxury travel with offices in 8 countries, including US, UK, France, UAE, Italy, Romania, Mauritius and the Philippines.

RESPONSIBILITIES
  • The Guest Experience Manager is in charge of guest portfolio, handling the members stays and providing them with an exceptional & personalized service.
  • Represent Lartisien providing exceptional service to high end clients.
  • Know the different hotels, that are offered through Lartisien, being expert with the destinations.
  • Know perfectly the services offered by Lartisien, its values/ advantages and particularly the specific services provided by each hotel.
  • Handling a portfolio of Classic, Privilege or Connoisseur members:
  • Bring more personalization for these specific clients, encouraging new ways of exchange. Going more into details.
  • Set up one-to-one appointment with their clients (video or phone calls). Have a real dedicated time for a conversation in order to identify client’s needs, preferences, must have & must do.
  • Use feedbacks of our most valued clients to enhance the whole quality of the product offering.
  • Contact the Guest who have not been active during the last 12 months.
  • Conclude the bookings and provide a personalized service to the guest:
  • Verify and update client profiles (database : preferences, family…)
  • Modify or cancel the reservations;
  • Ascertain the availabilities with the hotels, either through GLH’s system or alternatively, by directly contacting the hotels;
  • Verify the available benefits of members’ booking;
  • Verify and answer to the different requests of the clients (birthday, anniversary, special occasions…).
  • Send an email 7 days before the arrival of the guest and provide all the details (flight, welcome note, amenities)
  • Handle complaint and deal with pressure from demanding guests:
  • Ensure to give the appropriate to the guest;
  • Listen the guest and find solutions information;
  • Contact the hotel to guarantee a high level of service.
  • Handle courtesy call to ensure the guest is satisfied about the hotel and the services provided by Lartisien.
  • Collaborate with Travel Experience Consultants to provide tailor made experience to the guest, with activities which fit with the client preferences.
REQUIREMENTS
  • Candidate must possess at least a Bachelor's Degree, Hospitality/Tourism/Hotel Management or equivalent
  • Minimum of 5 years experience in hospitality and tourism industry
  • Must have an experience working with international guests and with knowledge of reservation in luxury hospitality
  • Must be very dedicated and excellent in interpersonal skills with a sound sense of services in a demanding field of luxury hospitality
  • Excellent English communication skills (both written and spoken); Knowledge in speaking French is an advantage
  • Excellent in MS Excel, Powerpoint and Word
  • Must be willing to work in night shift
  • Must be willing to work on site in SM Aura, Taguig City