Guest Communications Executive

JOB SUMMARY

Reporting to the Guest Experience Manager, the Guest Experience Executive (Communications) will handle all inquiries, and coordinate communications to ensure a seamless and delightful stay for every guest. As the primary point of contact, he/she has a vital role in delivering outstanding hospitality and ensuring operational efficiency.

What you will be DOING:

· Provide exceptional guest service through prompt and courteous communication.

· Handle inbound and outbound calls, ensuring guests receive accurate and timely assistance.

· Resolve guest concerns with professionalism and efficiency, striving to exceed expectations.

· Assist guests with special requests, such as transportation arrangements and local recommendations.

· Liaise with housekeeping and other departments to ensure rooms are ready upon arrival.

· Act as a key point of communication between guests and other operating departments, facilitating smooth service delivery.

· Maintain accurate records of guest interactions and hotel operations for reporting and quality assurance.

· Stay abreast of the events and activities in the city that are of interest to the guests.

· Observe all brand/operating standards and/or LQA.

· Follow all workplace safety and security policies and procedures. Report accidents, injuries and incidents to security / talent & culture team immediately.

· Participate & contribute actively in all Corporate Social Responsibility and Sustainability initiatives organised by the Hotel.

· Perform any other duties and responsibilities that may be assigned.

Your experience and skills include:

· Diploma in Hospitality/Tourism or equivalent

· Minimum 2 years of relevant hospitality working experience appointment

· Strong human relations and influencing skills

· Strong communications (verbal and written), planning and coordination skills

· Ability to work independently and take initiative

· Strong time management skills

· Creative and resourceful

· Possess good local hospitality market knowledge

Flexible with working days and hours including weekends and public holidays