Guest Experience Executive

Job description

Guest Experience Executive

 

JOB DESCRIPTION

What is the job?

·         Oversee daily CRM report to identify the VIP guests and prepare for their arrival and welcoming.

·         Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements.

·         Perform check-in and check-out for VIP guests

·         Resolve customer complaints by conducting thorough investigation of the situation and coming up with the most effective resolution.

·         Ensure all customers’ queries or requests are handled in a polite, efficient manner and a high level of customer service is consistently maintained.

·         Meet, greet and direct Guests who enter the lobby area.

·         Oversee each aspect of the Guest Experience journey, and create personalize experiences for the hotels top guests.

·         Welcome guests in a friendly manner and demonstrate amazing customer service.

·         You’ll work 5 days per week, sometimes including weekends and holidays.

·         Ensure that a detailed hand over is carried out between shifts including the volume of business, special guests, tasks to be clarified/completed and any guests’ special events that are taking place.

·         Ensure a high level of product knowledge of the hotel and the local area, and know what is happening in the hotel.

·         Have detailed knowledge of the fire, safety and evacuation procedures of the hotel

·         Perform other duties assigned by the Front Office Manager or Assistant Front Office Manager.

 

What are we looking for?

·         Leadership abilities, with experience in a leadership role.

·         Always looking to make the guests stay special.

·         Interested in Front Office operations.

·         Passion for hospitality.

·         Willingness to learn.

·         Working with a team.

·         Interested in luxury service.

·         Ability to effectively deal with internal and external customers.

·         Ability to listen effectively and comprehend the English language to understand and obtain instructions and information.

·  Comply with hotel security, fire regulations and all health and safety legislation
·  Act in accordance with policies and procedures when working with front of house equipment and property management systems
·  Assist with other departments, as necessary