LXR Hotels & Resorts is a collection of independent, luxury properties that celebrate the unique character of each destination. Every hotel in the LXR portfolio offers a bespoke experience, combining authentic service with refined elegance and cultural richness. At LXR, we believe in creating unforgettable moments for our guests—and extraordinary opportunities for our team members.

A Guest Experience Manager leads all the tasks under the scope of Guest Relations to ensure that guest expectations are met and exceeded in every interaction to create a yearning to return.

What will you be doing?

A Guest Experience Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

Greeting and interacting with guests and assisting with guest requests.Assisting in the guest amenities program.Will act as guardian of the VIP sequence of service for all guest services (arrival, departure, Concierge, housekeeping day use and turndown,) and will work closely with Director of Front Office to ensure VIP focus is maintained  across the hotel.Ensuring guest preferences are met while delighting and exceeding guest expectations.Identifying potential VIPs prior to arrival and ensure pre-arrival communication is followed to identify guest needs, arrival time, etc..Responsible for reviewing daily arrivals and flagging as VIPs, coordinating amenities, ensuring proper room blocking, and handling any and all special requests.Maintaining working knowledge of hotel operations to ensure flawless interdepartmental communication and coordination. Ensuring all VIP arrival rooms are checked prior to guest arrival.Meeting, greeting and escorting VIP guests including curbside check-ins. Ensuring the guest is delighted and satisfied, upon arrival, during the stay and during a fond farewell. Acting as main point of contact for designated VIP guests and top level.Responsible for monitoring VIP guest satisfaction and maintain permanent contact with guests while they are on property.Upon request, joining the Sales Team on VIP site tours, client events, etc. to establish relationship and demonstrate VIP program to potential clients.  Responsible for training initiatives with Ops Teams, Forbes Standards, Brand Standards, Top 100 Hilton, Top HH Guests, Mystery shop visits, etcOwn and resolve guest problems, ensure to drive Guest feedback scores and online reputations Review VIP reservations and ensure proper handling of VIP’s and groups, administer amenity orders and resumes for incoming guests. Update system by inputting inventory and non-inventory groups. Monitor special reservation requests handling and oversee rate changes on in-house guests.Compute daily forecast, schedules, and other reports. Analyze data and make decisions based on prior experiences and knowledge of circumstances to prepare daily and weekly forecast of expected arrivals and departures.Manages desk through times of stress, and emergencies, resolves guest concerns, and implements resolutions by using discretion and judgment. Also manage & assist in the food & beverages services in the lounge.Daily checks on the VIP lists and ordering of corresponding activities.    Monitor completion of all administrative activities relating to Hilton Honors and co-ordinate regular training courses in relation to new features.Process Guest feedback questionnaires and comments and provide information on the results.Monitor the room situation on the current and following day and give the corresponding directives to Team MembersMaintain regular contact with frequent guests and all-important guests of the Hotel.Supervise Team Members in order to ensure smooth, prompt and polite service based on the standardsDaily checks on maintaining the tidiness and working order of facilities in the Executive Lounge.Undertake regular inspections in the Lounge and other areas to ensure that the installations and equipment are in a clean, perfect condition, well maintained and replaced / renewed as required.

 

What are we looking for?

 

Guest Relations Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

Previous managerial experience in a customer service functionAn ability to listen and respond to demanding Guest needsExcellent leadership, interpersonal and communication skillsAccountable and resilientCommitment to delivering a high level of customer serviceAbility to work under pressureFlexibility to respond to a variety of different work situations

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

Previous experience in a customer service function or a similar roleA passion for delivering an exceptional level of Guest serviceHigh level of IT proficiency