Guest Experience Executive

General Responsibilities:

➢ Demonstrates pride in the workplace with a high level of commitment towards achieving

organizational objectives

➢ Consistently treats all Guests and colleagues in a polite, helpful and courteous manner

➢ Have in-depth knowledge of our product and competitors

➢ Communicate well to ensure effective shift hand-overs

➢ Actively participate in organized meetings

➢ Interact with department and resort staff professionally and positively to foster good

rapport, promote team spirit and ensure effective two-way communication

Specific Responsibilities:

➢ Comply with Company brand standards at all times

➢ Welcome guests on arrival and assist with their luggage

➢ Maintain frequent contact with regular guests and visitors

➢Checks on https://setupmyhotel.com/homepage/hotel-management-glossary/registration-card.html of arriving guests and ensures all information is filled on each card by guests

➢ Park guests’ cars on the resort premises, as and when required

➢ Provide valet service to guests, as required

➢ Ensure the cleanliness and safety of all resort’s vehicles

➢ Keep up to date on all resort services as well as VIPs and special events

➢Aware of all arrivals and departures of Rosetta Club Members, FIT, groups and especially VIP guests and special attention guests.

➢Answers guests inquires, handles complaints and attends to the needs of the guests

➢ Be knowledgeable about external locations, attractions, and landmarks in the vicinity

➢ Project a professional manner with an emphasis on hospitality and guest service

➢ Effectively ushering guests to rooms and public areas as and when required

➢ Handling guest baggage on Arrivals/Departures

➢ Cleaning/Dusting/Sweeping/Polishing of Front Office areas and Equipment

➢ Looking into valet parking and protecting the vehicle keys until they are claimed by respective

guests

➢ Maintaining all Registers/Documents relevant to Bell Desk

➢ Delivering Messages/Newspapers to guest rooms

➢ Responsible for achieving a score of 90% in RENARD audit for Bell Desk operations and take

necessary action for the shortcomings for standard compliance

➢ Environmental Policies, Social Policies in order to communicate and ensure the same

procedures are carried out

➢ Have complete knowledge of the resorts fire, life and safety system.

➢ Assist guests with all calls and resort queries.

➢ Calls guests by name whenever possible.

➢ Abides by the principles of guest privacy.

➢Handles guest’s needs or requests and reports.

➢Ability to perform effectively when there are pressure peaks

➢Strong working relationships

➢ Is trained to handle emergencies like fire, bomb threat, and flood, etc.

➢ Ensure night audit systems are administrated efficiently and correctly according to resorts procedure and policy.