OyoCSM Job Recruitment 2023 – Guest Experience & Training Manager Posts – Upcoming Job In India For Freshers

The position is the overall owner of Guest Experience for the business across 4 upscale & luxury properties. He/She would assist in driving GX metrics as well as ensuring effective training is in place to enable the achievement of desired business results.

• Assists with establishing guidelines so employees understand expectations and parameters.
• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
• Assumes the responsibility to notice when the guest is not satisfied and trains the staff to use their best judgment to achieve 100%
• Assists with identifying and addressing employee and organizational development needs by conducting needs assessments, designing and developing training programs and facilitating the delivery of both custom and corporate training programs.
• Partners with Department Managers to develop strategies for keeping service standard alive within their department Provides all new employees with a comprehensive induction program with Brand program to enable them to be orientated and efficiently productive from commencement
• Ensures that employees attend all statutory training as scheduled; maintains and reviews tracking system regularly Maintains a Training Roster for every training program delivered (Participants Details, Feedback Scores, Delivery Deck)
• Measures the effectiveness of training program conducted
• Helps employees identify specific behaviors that will contribute to service excellence. . Ensures employees receive on-going training to understand guest expectations.
• Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
• Assists with managing budget in alignment with Human Resources and property financial goals.

Desired Candidate Profile

• Minimum of 2 years experience in guest operations/training in hotel industry
• Bachelors degree preferred, certificate in related field desired Hotel Management