Job Summary:
We are seeking a service-oriented and attentive Guest Experience Specialist (At Your Service) to join our team. This role is responsible for serving as a central point of contact for guest communications, service requests, and operational coordination. You'll play a key role in delivering personalized, responsive and seamless support throughout the guest journey while ensuring every interaction reflects the hotel's service standards.

Key Responsibilities:

Manage guest communications across telephone, email and digital platforms in a professional and timely manner.
Respond promptly to guest inquiries, requests and service needs while delivering exceptional guest experiences.
Coordinate guest requests with relevant operational departments to ensure timely fulfillment and guest satisfaction.
Assist with reservations, guest information and service arrangements as required.
Monitor and follow up on guest requests to ensure completion and guest satisfaction.
Handle wake-up call requests, message services and communication support accurately.
Maintain detailed and accurate records of guest requests and service interactions.
Support VIP arrivals, special requests and personalized guest arrangements.
Collaborate closely with Front Office, Concierge, Butler, Housekeeping and other operational teams to ensure seamless guest experiences.
Identify guest needs proactively and recommend appropriate services and amenities.
Handle guest concerns professionally and coordinate appropriate resolutions within assigned responsibilities.
Perform other reasonable duties assigned by supervisors or management.

Requirements:

Minimum GCE O Level or equivalent.
Minimum 1 year of experience in customer service, guest services or hospitality operations preferred.
Good communication and interpersonal skills.
Strong customer service orientation and attention to detail.
Ability to multitask and work in a fast-paced environment.
Proficiency in hotel systems and reservation platforms is an advantage.

Guest Experience Specialist, AYS (The Laurus)