The posting
OBJECTIVE
To deliver exceptional guest experiences by providing personalized, proactive, and professional services throughout the guest journey – from arrival to departure. The Guest Experience Executive ensures that all guests feel welcomed, valued, and cared for, while addressing their needs, preferences, and feedback in alignment with the resort’s brand standards and service culture.
KEY DUTIES / RESPONSIBILITIES:
- Assists the Guest Experience Manager in all aspects of their duties
- Assist Guest Experience Manager in execution of the management of staff
- Monitor Guest Experience personnel to ensure guests receive prompt, cordial attention and personal recognition
- Interpret, analysis and report, guest satisfaction scores through guest satisfaction tracking system and online feedback tools
- Monitor Guest Experience and particularly Guest Experience personnel, members, known repeat guests and other VIPs receive special attention and recognition
- Control the availability of rooms, rooms types, accuracy of room count and rate categories
- Liaise with Housekeeping Department to ensure room image is maintained and the “Room Ready on Arrival” is adhered to
- Turn away guests if occupancies deem it necessary ensuring no goodwill is lost
- Liaise closely with Executive Housekeeper to ensure special guest needs, amenities and other room-related requests are met
- Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
- Know system recovery procedures
- Interpret computer reports
- Compile statistics for front office and provide reports relating to that area
- Continually check the accuracy of room count
- Approved upgrades and special amenities in absence of manager
- Maintain inter-departmental relationships to ensure seamless customer service
- Inspect frequently for cleanliness and orderliness, the lobby, reception and cashier’s desk and, on a random basis, VIP rooms prior to arrival
- Assist in the preparation of efficient work schedule for Guest Experience Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures
- Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees
- Provide input for Guest Experience Departmental Meetings and duties in cases of absence
- Promote Inter-hotel sales and in-house facilities
- Works with Superior and Director of Finance in the preparation and management of the Department budget.
- Contributing ideas and suggestions to enhance the procedures in the Resort.
- Keeping updated on changes to other areas of resort product and sharing such information with your team and department on an ongoing basis.
- Maintaining excellent grooming and hygiene ensures all grooming standards are met in relation to personal grooming and uniform presentation.
- Abiding by Resort Safety, Workplace Health, Safety, Hygiene regulation all time & complying with Environment policies, initiatives and legislation.
- Abiding by the guidelines set out in the Employee Handbook.
- To keep excellent relationships with team, peers, and all other colleagues of the hotel.
- Actively takes part in training of team including involvement in personnel measures such as assessment of performance
- To develop all team members of the department with appropriate training and coaching, either directly, or through appropriate supervisors
- Assist in identifying and development of high potential team members
- To attend daily operations briefing with Guest Experience Manager.
- Assisting in any other duties as directed by Assistant Guest Experience or Guest Experience Manager.
This is not an exhaustive list of responsibility; it is only an indication of the duties and responsibilities expected from you. You could be subject to any other duty and responsibility by the management as and when required.
