Guest Experience Executive
- 📅
- Oct 20, 2025 Post Date
- 📅
- HOT0C1K0 Requisition #
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