Job Description

Leads and supports all Guest Experience initiatives at the property.
Supports GM in driving a guest centric culture in the hotel and create awareness and understanding among all Ambassadors on the importance of guest experience.
Reviews and communicates the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders.
Works with and supports Department Heads to prepare for LQA or BARE Brand Assurance audits as applicable to the hotel.
Conducts regular property self-assessments on the Operational Brand Standards and other quality programs including cross-departmental audits through iAuditor and other tools.
Represents Guest Experience (Voice of the Guest) at the morning hotel briefing with updates and highlights points for improvement and guest praise
Reviews VOG performance and guest feedback daily, identifies trends and areas for improvement on a regular basis and shares with relevant