Guest Experience Specialist
Key Responsibilities
Report on time for duty and maintain impeccable personal grooming and uniform standards at all times.
Welcome and escort guests, especially VIPs, upon arrival and departure according to their VIP level.
Ensure all VIP arrivals are properly prepared, including room allocation, amenities, transportation, and special requests.
Conduct pre-arrival inspections of VIP rooms to ensure cleanliness, maintenance, and amenity standards are met.
Identify and coordinate special occasions (birthdays, honeymooners, anniversaries) and arrange appropriate amenities with personalized messages.
Maintain an active presence in the lobby, engaging with guests, collecting feedback, and providing assistance as needed.
Follow up on long-stay guest requests through courtesy calls and personalized services.
Monitor lobby conditions (cleanliness, lighting, brochures, ambiance) and take immediate corrective action when required.
Coordinate closely with all departments to ensure seamless and consistent guest service delivery.
Promote hotel services and support upselling initiatives, including loyalty program memberships.
Ensure proper handover and communication through the logbook between shifts.
Comply with hotel policies, safety procedures, and emergency protocols at all times.