Responsible for delivering warm, personalized, and exceptional guest service throughout the guest journey. The role will focus on building strong guest relationships, anticipating guest needs, handling feedback and service recovery, and creating memorable WOW experiences that reflect the standards of luxury hospitality.
KEY DUTIES & RESPONSIBILITIES
1. Guest Relations & Experience
- Welcome and acknowledge guests with warmth, professionalism, and genuine hospitality.
- Build strong rapport with guests and ensure they feel valued and well cared for.
- Proactively understand and anticipate guest needs, preferences, and expectations.
- Provide personalized assistance and ensure a smooth and comfortable guest journey.
- Maintain a visible and approachable presence within the lounge.
- Deliver service in line with luxury hotel and premium hospitality standards.
2. Guest Engagement & Personalization
- Engage with guests proactively and create meaningful interactions while respecting their privacy.
- Recognize VIPs, frequent guests, special occasions, and specific guest requirements.
- Remember and appropriately use guest preferences to provide personalized service.
- Coordinate with relevant departments to fulfill special guest requests.
- Build lasting relationships with regular and high-value guests.
3. WOW Experience & Service Excellence
- Go beyond standard service expectations to create memorable guest experiences and WOW moments.
- Identify opportunities to surprise and delight guests through thoughtful and personalized gestures.
- Create and document exceptional guest WOW stories and share them with the management team.
- Continuously look for cutting-edge ways to enhance the guest experience.
- Ensure every guest interaction reflects warmth, attention to detail, elegance, and genuine care.