Guest Experience Ambassador
3 weeks ago
The Guest Experience Expert is a key position that plays a crucial role in delivering seamless experiences to our external and internal guests.
This role works across departments, taking the initiative to deliver a wide range of services that guide guests throughout their entire stay. They are empowered to move about their space and do what needs to be done in diverse environments. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience and critical to ensure smooth operations throughout the entire hotel.
Key Responsibilities:Guest Relations- Establish Guest Connection: Establish guest connection via email prior to arrival to customize the guest stay experience and be the one point of contact for all guest queries
- Welcome and Acknowledge: Welcome and acknowledge each guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
- Anticipate Guest Needs: Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
- Actively Listen and Respond: Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific to resolve issues, delight, and build trust.
- Liaising with Concierge: Liaising with Concierge for all transportation requirements or be able to handle personally when required.
- Contact Appropriate Individual: Contact appropriate individual or department (e.g., Guest Arrival, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
- Follow Up: Follow up with guests to ensure their requests or problems have been met to their satisfaction.
- Process Check-outs: Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
- Process Check-ins: Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
- Monitor Club Lounge: Monitor Club Lounge for seating availability, service, safety, and well-being of guests.
- Perform Opening and Closing Duties: Perform opening and closing duties of Club Lounge.
- Process Payment Methods: Process all payment methods in accordance with Accounting procedures and policies.
- Count Bank: Count bank at end of shift, complete designated cashier reports, resolve any discrepancies, drop off receipts, and secure bank.
- Run Daily Reports: Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
- Review Shift Logs: Review shift logs/daily memo books and document pertinent information in logbooks in the absence of a departmental Supervisor.
Requirements:
- Candidate must possess at least a Professional Certificate/NiTEC, Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, any field.
- 1 year of relevant working experience in handling Front Office Operations. Fresh graduates are welcome too.
- Rotating shift work basis, including overnight shift & weekend commitment.
- Passionate in hospitality industry.
- Great customer service & interpersonal skills.
- Great teamwork.
- Able to start work within short notice.
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