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.