Guest Experience Executive - #1102099

Duties & Responsibilities: 

• Review arrivals and departures and be familiar with guest profiles.

• Assist the Guest Experience Manager in assigning VIP rooms and to prepare tailor made guests itinerary when appropriate, coordinate VIP greetings and departures- ahead of time.

• Be knowledgeable about all VIP arrivals/ in house, hotel functions and special events. Collect as much information, e.g dietary requirements, preferences through website and pre-arrival emails.  Distribute this information to all relevant departments by e.g daily guest facts/sheets/reports and ensure information is updated in the guest profile.

• Upon arrival, complete guest registration process and accommodate special requests whenever possible. Use suggestive selling techniques to sell rooms and to promote other services of the hotel.

• Verify guest payment method and follow established credit-checking procedures and handle cash payments.

• Identify and anticipate guests’ needs and ensure personalized service is provided. 

• Make memories by creating a series of delightful moments and thoughtful gestures to guests. 

• Prepare requests for amenities and update traces in the property management system. 

• Handle all front office cashiers’ transactions such as posting of charges to guests according to procedures. At the end of shift, balance the cash float.

• To assist guests in all stages of the guest journey – from check-in to check-out – in accordance with the processes in place.

• Address all guest enquiries in a friendly and caring manner, whether by telephone or in person. Provide/receive information and takes appropriate actions or refer the matters to the relevant persons to handle. It may be and inclusive of handling messages or dealing with complaints.

• Coordinate room status updates with the housekeeping department by notifying them of early check ins, late check-outs, special requests, and last-minute bookings.

• Complete daily checklists of duties and ensure that a detailed hand over is carried out between shifts including special guests and tasks to be completed.  

• Overall in-charge of the inventory, sales monitoring, revenue of the hotel’s retail items. Keeping a proper documentation for auditing purposes.

• Upsells and recommends retail items to guests to maximize revenue.

• Keep themselves informed of product and services, up-to-date information, hotel’s daily events and meeting activities.

• Possess a working knowledge of the room reservation procedure.

• Promotes in-house sales, facilities and upselling program in order to maximize revenue.

• Maintains appropriate standards of conduct, uniforms, hygiene, appearance for the front office department.

• Perform other duties assigned by your supervisor. 

Requirements:  

• Service oriented with an eye for details. 

• Ability to work effectively and contribute to a team.  

• Self-motivated, energetic, and friendly personality. 

• Must be always well-presented and well-groomed. 

• Excellent reading, writing and oral proficiency in English, additional language is a plus. 

• Willing to work shift-works. 

• Ability to listen effectively, read, comprehend, and carry out instructions in adherence to the hotel’s policy and procedures.