Guest Experience Executive

Description

As a Guest Experience Executive, your role is to ensure guest satisfaction throughout their stay by promptly responding to inquiries and providing guidance and information as needed. As a key contributor to our Guests' first impressions, you are expected to carry out the following tasks to the highest standards.

Responsibilities and Duties

* Enhance the guest experience by creating memorable “WOW” moments for all guests. * Act as the primary contact for VIP guests, ensuring all hotel departments are informed of and prepared for their specific requirements. * Consistently deliver exceptional service and brand standards to meet and exceed the expectations of executive and VIP guests. * Stay up-to-date on hotel offerings, services, pricing, special promotions, and daily VIP and special events. * Manage guest queues and assist with arrivals and departures at the front desk as needed. * Be knowledgeable in the preparation and serving of both alcoholic and non-alcoholic beverages. * Coordinate and maintain F&B setups to agreed standards with the Chef for various offerings. * Greet Executive Guests upon arrival and provide support throughout their stay, handling inquiries and complaints efficiently. * Maintain inventory levels for F&B items and guest amenities as required. * Demonstrate a strong knowledge of local attractions, landmarks, and external locations to assist guests. * Uphold a professional and hospitable demeanor, with a focus on delivering outstanding guest service. * Gather and share guest feedback with the Guest Experience Manager to improve service. * Ensure the Lounge and Reception areas remain clean and presentable at all times. * Adhere to hotel security policies, fire regulations, and health and safety guidelines. * Familiarize yourself with hotel policies and Guest Experience standards. * Complete tasks as assigned by the Guest Experience Manager. * Perform your duties with an environmentally conscious approach. * Mentor new Guest Experience Executives, guiding them through their roles and responsibilities

Qualifications and Requirements

* Minimum of 4 years of experience in the luxury hotel, leisure, or retail sector. * Calm, efficient, resourceful, and highly organized. * Outstanding personal presentation and strong communication skills. * Passionate about providing exceptional guest service. * Skilled at listening and responding to diverse and demanding guest needs. * Proficiency in multiple languages. * Accountable, resilient, and adaptable. * Capable of performing effectively under pressure. * Flexible and able to adapt to a variety of work situations.

Working Condition

Working hours

5 days / 44 hours