job description

Guest Experience Executive

Guest Experience Executive


  • As a key player, you will have the opportunity to promote our exciting “Explorer Program”, assist with special requests, handle guest feedback, and ensure their satisfaction throughout their stay.

Your role:

  • Promote the activities offered in our “Explorer Program”
  • Ensure accurate reservation of activities and services
  • Handle and monitor guest complaints and follow up with appropriate action
  • Interact regularly with guest to obtain feedbacks for improvement
  • Encourage guests to leave positive reviews online and respond to reviews in a timely manner
  • Liaise with all those concerned for special requests (Honeymooners, birthdays, wedding anniversary)
  • Upsell activities and services to guests to enhance their experience
  • Participate in the selection, recruitment, and promotion of team members in coordination with HR
  • Conduct performance appraisals and identify necessary training measures for team members
  • Develop and implement formal training plans for the department with the support of HR
  • Ensure that discipline prevails within the team and communicate any disciplinary issues to Superior / HR Manager
  • Act as a coach to support team members’ personal and professional development
  • Ensure that on the job training is conducted on a regular basis
  • Ensure Guests’ / Repeaters’ satisfaction at all times and be totally aware of their preferences
  • Ensure that respective team projects a warm, professional and welcome image
  • Establish and maintain effective interpersonal relations and take active interest in the welfare, safety & development of team members
  • Manage roster and ensure proper planning and control of annual leave for the department
  • Maintain a clean and organized work environment within the department

Your profile:

  • HSC level or equivalent / SC level with professional training experience
  • Diploma with specialization in Front Office from a recognized institution (NTC)
  • At least 3 years experience in Front Office or Reservation and strong familiarity with hotel management system
  • Previous experience in a customer-facing role
  • Excellent interpersonal and communication skills
  • Fluent both in English and French, a third language would be an advantage