Guest Experience Executive

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

EOE/AA/Disabled/Veterans

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.

Youll 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.