Guest Experience Executive

Guest Experience Executive

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