WHAT'S THE JOB
The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Guest Experience Executive, you will not only be the person they rely on to handle transactions, taking care of the Guest Experience Ambassador, offer local insights and anticipate every detail of a friction-free experience. You will also create the warm atmosphere that makes our guests feel at home in any location.
Your day-to-day
- Be the warm welcome that kicks off a memorable guest experience
- Multi-Faceted Duties - Trained to be able to carry out multiple roles within the hotel such as Front Desk, Club InterContinental and Concierge
- Front Desk - Delivery of efficient check-in and check-out procedures as per Standard Operating Procedures with True Hospitality and genuine interest in our Guests. Handle cash and credit card transactions. Take and manage guest bookings, up-selling opportunities and sharing of experiences to enrich their stay experiences.
- Conducts shift briefings to ensure hotel activities, events and operational requirements are known on the day's schedule. Attends Group Pre-conference with Operational and Sales Leads, manage group room allocations, handles group arrivals and departures in the absence of Rooms Controller. Check, responds/action all emails in a professional and timely manner in the absence of Rooms Controller. Handles IHG Rewards Club and non-members room allocation, ensures rooms are assigned according to preferences in the absence of Rooms Controller
- Communicates closely and regularly with Housekeeping Coordinator on room status Arrange/prepare site inspection rooms for Sales & Marketing on a daily basis and coordinates with Engineering and Housekeeping on PMM (Preventive Maintenance) daily on the blocking and releasing after completion in the absence of Rooms Controller.
- Club InterContinental - Assists in delivering the Club InterContinental stay and dining experience with the guidance of Club InterContinental Manager.
- Working Better Together with Culinary team in ensuring that Club InterContinental dining experiences are delivered as per Brand standards.
- Uniformed Services - Working Better Together with Uniformed Services Team in providing guests with prompt service, professional attention and personal recognition with excellent local knowledge. Provide information pertaining to all hotel services, local places of interests, restaurants, doctors, sightseeing tours and any other information likely to be of the interest to guests
- Elevating Guest Experience - Deliver our Loyalty Experience by acknowledging our IHG Reward Club and InterContinental Ambassadors tailoring our Club InterContinental guests experience in person, emails, or on the phone. Stay one step ahead of guests needs - record and act on preferences, handle messages, requests, questions and concerns proactively. Be a trusted contact for all guests.
- Assist Guests with all requests from accommodation billing to local knowledge, and basic problem handling to take care of their stay
- Driving Results - Supports Department in delivering to departmental targets of upselling revenue and Loyalty enrolment. Delivers genuine guest experiences with True Hospitality.
- Leading Others - Supervises and directs Guest Experience Ambassadors. Reports to Duty Manager and supports other departments at peak periods. Cooperate and communicates with other hotel departments as required.
- Develops and oversees Guest Experience Associates, mentors and coaches Associates functionally.
- Upholding of safety and security of our Guests and Colleagues at the Workplace in line with Hotel's Emergency Response procedures and security guidelines.
What we need from you
- Communication skills - guests will need to come to you with concerns as well as compliments, so you'll be easy to talk to
- Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories
- Fluency in the local language - extra language skills would be great, but not essential
- Literate and tech-savvy - you will need a good grasp of reading, writing, basic maths and computers
- Basic Front Office Opera PMS knowledge
- Flexibility - night at times, weekend and holiday shifts are all part of the job
- You will have a tertiary or a diploma qualification. A college or university degree would be a bonus, but not essential
- Experience - You have spent at least two years in a front desk or guest service supervisory position
- Strength - sometimes you will need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling
