job description

Guest Experience Officer

Guest Experience Officer

Overview

The Guest Experience officer will have more of a ‘on the field’ profile. More involved in operational execution of the guest experience with clients. Responsible of conducting the experiences together with the different operational teams involved while managing 3 dimensions altogether namely Guest Experience, Wedding & Events and Social Media.

Main Responsibilities: 

General:                                                                                                                      

  • Report experiences progress to HOD
  • Take part in training and implement accordingly
  • Conducting of guest experience activities
  • Any other tasks assigned by Management

Guest Experience: 

  • Understand and conduct the guest experience activities with the guests
  • Meet & Greet of guests upon arrival.
  • Attend to Guests’ complaints and liaise with HOD for remedial actions
  • Give relevant and up-to-date information to Guests pertaining to experiences conducted at the hotel
  • Encourage guests to post online reviews on TripAdvisor
  • Collect feedback from Guests pertaining to experiences conducted at the hotel
  • Participate in guest experience activities with clients
  • Promote and upsell experiences and activities in hotels’ program
  • Assist Team with seasonal and festive program and decoration

Weddings & Events:    

  • Assist in delivering Guests special events (Weddings, anniversary, corporate)
  • Be at the venue on the day of the wedding / event to make sure that everything goes to plan

Social Media:   

  • Encourage guests to like and follow our social media pages (FB, IG, YT)
  • Create, collect and share content with our communication team and with VR GEx Executive
  • Assist communication team with video and photoshooting for VR Guest experience
  • Assist communication team in creating experience program for influencer and journalists

Candidate’s profile:

  • Higher School Certificate or equivalent
  • Excellent communication and interpersonal skills
  • Customer-focused mindset and a passion for guest satisfaction
  • Basic knowledge of social media platforms (Facebook, Instagram, YouTube)
  • Collaborative spirit to work with the communication team on content creation
  • Strong attention to detail and organizational abilities
  • Prior customer service experience is a plus
  • Availability to be present at wedding and event venues for oversight