【POSITION SUMMARY】

Guest Experience Manager plays a vital role in delivering highly personalized, seamless service that distinguishes Bulgari Hotel from any other. From pre-arrival to post-departure, the Guest Experience Manager discreetly manages every detail of the guest experience, anticipating needs and ensuring impeccable standards. Their professionalism, attention to detail, and flawless presentation reflect the heritage and elegance of the Bulgari brand. Every action, word, and appearance contributes to creating a lasting impression and embodying Bulgari's unique identity and core values.
Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided.  Represents property management in resolving any guest related situation.  Manages the flow of questions and directs guests within the lobby.  Serves as Guest Experience Manager and handles the tracking of service issues.
Management in training, evaluating, counseling, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets.

【Professional Knowledge】

・Provides friendly, professional, and personalized assistance to all guests, anticipating their needs and maintaining attention to detail.
・Builds strong rapport with guests, tracking preferences, history, and special requests to ensure a tailored experience.
・Ensures all services, suites, and amenities meet Bulgari Brand Standards and Signature Service expectations.
・Handles pre-arrival engagement, check-in/out, reservations, billing, and internal communication via Opera and GXP systems.
・Provides concierge services, including restaurant bookings, ticketing, transportation, and other guest requests.
・Delivers Bulgari signature services such as packing/unpacking, pressing, shoeshine, and beverage service.
・Promotes and cross-sells resort outlets while adhering to hotel policies, SOPs, and company procedures.
・Maintains comprehensive knowledge of suite services, amenities, F&B venues, spa, and hotel standards to offer optimal guest recommendations.
・Ensures proper telephone etiquette and professional presentation in line with Forbes-LQA and Bulgari standards.
・Coordinates with all departments, including housekeeping and lost & found, to deliver consistent and exceptional guest service.

【Management Competencies】
■Leadership

•    Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.  

•    Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding..

•    Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions. 

•    Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

■Managing Execution

•    Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.

•    Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.

•    Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.
Building Relationships

•    Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.  

•    Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company's service standards. 

•    Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
Generating Talent and Organizational Capability

•    Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.

•    Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise

•    Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.

•    Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.

【CRITICAL COMPETENCIES】
■Analytical Skills
・   Learning
・   Decision-Making
・   Problem Solving
・   Computer Skills
・   Arithmetic Computation    Interpersonal Skills
・   Customer Service Orientation
・   Interpersonal Skills
・   Team Work
・   Diversity Relations    Communications
・   English Language Proficiency
・   Communication
・   Listening
・   Applied Reading
・   Writing

■Personal Attributes
・   Integrity
・   Dependability
・   Positive Demeanor
・   Presentation
・   Adaptability/Flexibility
・   Stress Tolerance
・   Initiative    Organization
・   Multi-Tasking
・   Time Management    Physical Abilities
・   Visual Acuity