Guest Experience Executive

Posted 1 month ago

 

We are looking for an outstanding Guest Experience Executive who is passionate about turning moments into memories for our guests and ensuring that they have an exceptional guest experience.

 

 

Responsibilities:

 

Respond to any questions, needs and desires of guests, and follow up with guests to ensure their requests have been met to their satisfaction

Provide upscale guest service experiences for clients throughout their stay and anticipating their unstated ones

Manage special requests for customers including restaurant reservations, limousine services and car rentals

Ensure clients are properly greeted upon their arrival

Actively listen to and resolve guest complaints by offering adapted and tactful solutions, dealing calmly and efficiently with challenging situations and when necessary, escalate unresolved guest issues to Hotel General Manager for immediate resolution

Monitor daily bookings and ensure assigned rooms are prepared prior to check-in

Make and change room assignments according to guest requirements and promptly address their requests

Ensure special guests, like people with special needs and VIPs, receive personalized services

Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns

Inform clients of our hotel services, including breakfast and other dining options

Promote all hotel amenities, conveniences and programs offered

Liaise with Housekeepers and F&B Staff to provide an overall comfortable guest experience

Examine daily duties, assign tasks, and check on progress

Analyse and answer customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings

Recommend local tourist spots, including places to dine, shop and sight-see

Establish friendly relationships with regular hotel clients

Examine activities logbook, assign tasks appropriately and implement control schedule daily

 

Requirements:

 

Proven working experience as Guest Experience Executive

Understanding of all hotel management best practices and relevant laws

Hands on experience with guest relationship management software

Proficiency in English; knowledge of other languages will be considered an asset

Customer service drive and excellent problem resolution skills along with outstanding communication and active listening skills

Leadership skills along with the ability to motivate a team into high performance

Ability to work flexible hours

Highly responsible and reliable with a professional presentation

Degree in Hospitality Management, Tourism, Business Administration, or relevant field would be considered an asset

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