Guest Experience Executive

Guest Relations

• Welcome guests with warmth, professionalism, and genuine hospitality.

• Ensure a flawless arrival, stay, and departure experience.

• Act as the primary point of contact for guest requests, feedback, and special arrangements.

• Build lasting relationships with guests through personalized service.

• Recognize VIPs, repeat guests, and special occasions, ensuring all preferences are anticipated and fulfilled.

• Follow up on guest satisfaction throughout the stay and proactively address concerns before they escalate.

Personalization & Guest Experience

• Maintain and update guest profiles, preferences, and history within the System.

• Coordinate personalized amenities, celebrations, welcome gifts, and bespoke experiences.

• Collaborate with Housekeeping, Food & Beverage, Spa, and other departments to deliver exceptional service.

• Promote hotel facilities, restaurants, wellness experiences, and exclusive services tailored to each guest's interests.

• Create memorable moments that enhance guest loyalty and brand recognition.

Service Recovery

• Handle guest complaints promptly, discreetly, and professionally.

• Resolve service issues efficiently while exceeding guest expectations.

• Coordinate recovery actions with operational departments.

• Record guest feedback and ensure corrective actions are implemented.

• Monitor guest satisfaction scores and identify opportunities for continuous improvement.

Operational Excellence

• Conduct daily guest arrival and departure reviews.

• Prepare VIP arrivals, long-stay guests, honeymooners, and special event itineraries.

• Perform room inspections for VIP arrivals and ensure amenities meet luxury brand standards.

• Ensure all guest requests are completed accurately and within established service timelines.

• Support Front Office operations during peak periods when required.

Standards & Brand Excellence

• Maintain the hotel's luxury service standards in every guest interaction.

• Ensure personal grooming and professional presentation reflect the hotel's brand image.

• Demonstrate discretion, confidentiality, and professionalism at all times.

• Promote a culture of excellence, attention to detail, and continuous improvement.

Reporting & Administration

• Maintain accurate guest records and interaction history.

• Prepare daily guest experience reports and service recovery logs.

• Monitor guest satisfaction indicators, online reviews, and internal feedback.

• Track Guest Experience KPIs and communicate trends to management.

• Assist in developing initiatives to enhance guest engagement and loyalty.