Guest Experience Executive (CSMB)

Job Detail

As a Guest Experience Executive, you will be responsible for the satisfaction of Guests throughout their stay at the hotel by ensuring that enquiries receive responses, and advice and information is delivered when requested. A Guest Experience Executive contributes to the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards: • Assist in “WOW” experience of guests. • Serve as the main point of contact for VIP guests and ensure hotel departments are fully briefed on VIP Guest requirements. • Deliver the highest quality and brand service standards to consistently meet and exceed executive Guest and VIP expectations • Maintain current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events. • Manage queue at the desk and assist with the arrivals and departures at the front desk when required. • Be knowledgeable in the preparation and serving of alcoholic and non-alcoholic beverages. • Ensure that F&B setups during various offerings are maintained and coordinated to the agreed standards with Chef • Welcome Executive Guests on arrival and assist them during their stay dealing efficiently with enquiries and any complaints. • Maintain the required level of inventory on F&B items and Guest amenities. • Demonstrate a knowledge of external locations, attractions and landmarks in the vicinity. • Project a professional image and manner with an emphasis on hospitality and Guest service. • Solicit and provide feedback to the Guest Experience Manager on guest comments. • Ensure that the Lounge and Reception areas are kept in clean and presentable conditions at all times • Comply with Hotel security, fire regulations and all health and safety legislation • Familiarize with Hotel and Guest Experience policies. • Undertake tasks as instructed by the Guest Experience Manager • Serve your role and Team in an environmentally-conscious manner • Coach new Guest Experience Executives on role and responsibilities • Adhere to the hotel’s security and emergency policies and procedures. • Carry out any other reasonable duties and responsibilities as assigned. • The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.