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.
