Guest Experience Manager

Hotel Nikko San Francisco San Francisco , CA 94118

Posted 5 months ago

Essential Duties and Responsibilities

  • Review and analyze market and industry data to understand current trends.

  • Demonstrate ability to develop consumer understanding programs based on research and existing trends within the industry

  • Determine strategic objectives focused on service and products while developing the corresponding tactical initiatives to achieve said objectives.

  • Analyze Guest preferences and record guest preferences from previous stays

  • Maintain and Review Google, Trip Advisor, Yelp, TrustYou, Opentable and other platforms for trends

  • VIP Guest Identification and research arrivals to include guest's itinerary, family names, preferences and requests.

  • Compile information from surveys, social media, and Glitch reports to identify areas for service opportunities and improvement.

  • Analyze customer feedback from hotel GSS and online reviews and suggest ways to improve ratings

  • Actively listen to and resolve guess and employee complaints.

  • Liaise with Housekeeping , Food & Beverage, Front Office and Executive office to provide an overall exceptional guest experience.

  • Work with departments to maintain a guest satisfaction experience that is consistently obtained and maintained.

  • Ability to professionally represent the hotel, and interact with guest in a responsible, luxury and timely manner. Professional Dress at all times.

  • Coach and develop team members on performance and document performance, recommend as an advisor to subordinate managers or staff to help resolve technical or operational problems.

  • Collaborate with cross-functional teams or work cross-functionally to execute service and product initiatives across the brand.

  • Create plan, design and implement programs to address issues or concerns within the hotel.

  • Effectively communicate initiatives to managers and line staff.

  • Work with C-Suite and upper management to gain support and input into service and product initiatives, and to communicate updates on program successes, issues, changes, etc.

  • Demonstrate effective verbal and written communication skills for the purpose of providing information to management and staff with the ability to influence senior management.

  • Demonstrate creative problem solving ability and demonstrate creative thinking abilities.

  • Ability to multi-task and coordinate multiple projects at once.

  • Coordinate amenities with room service and front office

  • Understanding of all hotel management, best practices and relevant laws.

  • Previous hospitality experience to include hotel procedures, bookings, luggage collection, storage and check-in/check-out processes, restaurant and food and beverage operations is strongly desired.

  • Responsible for assisting the Director of QA with the training and development of staff to ensure consistency of service and maintenance of the physical product.

  • Responsible for coordinating, implementing, and monitoring all QA training programs including but not limited to the Forbes on-boarding, QA orientation section and one on one trainings.

  • Must have a working knowledge of all the Forbes five star, AAA and Michelin standards including but not limited to Food & Beverage, Housekeeping, Front Office and Reservations.

  • Must be proficient in Word, Excel, Outlook and Powerpoint.

  • Ability to maintain staff and guest confidentiality at all times


  • Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Associates with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

  • Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.


Bachelor's degree (B. A.) from four-year college or university; or four years related experience and/or training; or equivalent combination of education and experience within the hotel/restaurant/tourism industry. Must have at least 3-years of management experience supervising laterally, up and across the org.

Work Conditions:

  • Most work tasks are performed in a team environment with minimal supervision.

  • Most work tasks are performed indoors. Temperature is warm as working closely with heavy machinery and in kitchen environment. Some tasks including, but not limited to retrieving items from a walk-in require exposure to extremely cold temperature.

  • Standing and walking occur approximately 50-60% of the time.

  • Lifting and pushing up to 30 lbs. occur when transporting ingredients.

  • Reaching occurs frequently through the work shift. Reaching activities occur at, below and above shoulder level.

  • Pushing and pulling occurs frequently in placing and retrieving items from racks and shelves.

  • Twisting and turning occur continuously throughout the work shift in the process of placing or retrieving an item from or in the work area.

  • Grasping occurs continually throughout the work shift.

  • Talking and hearing occur continuously in communicating with co-workers and supervisors.

  • Most work tasks are performed with the use of computers.

Important Notice:

  • This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.

Excellent medical, dental, vision benefits, 401K, LIFE, Friends and Family discounts at other Nikko hotels abroad and friends and family rates at participating hotels and more.

"Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records."

We are an Equal Opportunity Employer: M/F/Vet/Disabled

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Guest Experience Manager

Hotel Nikko San Francisco