Luxury Hotel Experience Manager

As a key member of our team, you will be responsible for creating memorable experiences for guests and ensuring their satisfaction throughout their stay at the hotel.

Your role will involve serving on the Front Office team at the Executive Floor, providing food and beverage services to Executive Floor guests and VIPs during operational hours. You will be expected to deliver exceptional levels of guest service, ensuring that every interaction is personalized and tailored to meet the unique needs of each guest.

Key Responsibilities:

• Assist in delivering exceptional levels of guest service by anticipating and meeting the needs of our guests.
• Serve as the main point of contact for Executive Lounge and VIP guests, providing them with a high level of service and attention to detail.
• Ensure that hotel departments are fully briefed on guests' requirements, ensuring seamless communication and collaboration across teams.
• Maintain current knowledge of hotel products, services, pricing, and special promotional offers, staying up-to-date on all relevant information.
• Attend daily briefings, shift handovers, meetings, and read the logbook on a daily basis to stay informed and up-to-date on all aspects of the hotel's operations.
• Provide food and beverage services to Executive Floor guests, including the preparation and serving of alcoholic and non-alcoholic beverages.
• Assist with daily check-in and check-out procedures, ensuring a smooth and efficient process for guests.
• Manage queue at the front desk and assist with arrivals and departures when required, providing excellent customer service and resolving any issues that may arise.
• Be knowledgeable in the preparation and serving of alcoholic and non-alcoholic beverages, adhering to the hotel's standards and policies.
• Ensure that F&B setups during various offerings are maintained and coordinated to agreed standards with Chef.
• Welcome Executive Floor Guests on arrival and assist them during their stay, providing a warm and welcoming experience.
• Efficiently answer enquiries and handle complaints in a professional and courteous manner.
• Maintain required level of inventory on F&B items and Guest amenities, ensuring that stock levels are always adequate.
• Demonstrate knowledge of external locations, attractions, and landmarks in the vicinity, providing guests with recommendations and advice.
• Project a professional image and manner with an emphasis on hospitality and Guest service, setting a positive tone for the entire team.
• Actively participate in training where required and attend formal training sessions and on-the-job trainings to ensure standards and develop skills and abilities.

To successfully fill this role, you should possess the following skills and qualifications:

• At least 2 years of previous experience in the luxury hotel, leisure, or retail sector or has Front Office experience.
• Familiarity with luxury food & beverage sequence of service.
• Calm, efficient, resourceful, and organized, with excellent time management and prioritization skills.
• Excellent personal presentation and communication skills, with the ability to effectively interact with guests and colleagues alike.
• A passion for delivering exceptional levels of Guest service, with a genuine interest in ensuring that every guest has an outstanding experience.
• Ability to listen and respond to demanding Guest needs, remaining calm and composed under pressure.
• Multi-lingual, with proficiency in multiple languages (dependent on location).
• Accountable and resilient, with the ability to work independently and as part of a team.
• Ability to work under pressure, managing competing priorities and deadlines.
• Flexibility to respond to a range of different work situations, adapting to changing circumstances and requirements.

We offer a dynamic and supportive work environment, opportunities for career growth and development, and a competitive salary package.

We are committed to delivering exceptional Guest experiences and providing our team members with the skills and resources they need to succeed. If you are passionate about delivering exceptional levels of Guest service and have the skills and qualifications outlined above, we encourage you to apply for this exciting opportunity.