Assistant Guest Experience Manager

To contact the guest after reservation is made to determine their preferences and to anticipate their needs (obtain preferences for pillow, newspapers, dietary requirement, organizing tours, errands, etc.).
To assist Guest Experience Manager in profile reviews for the Guest Experience team
To assist Guest Experience Manager with hiring colleagues
To ensure all standard operation procedures are accurate and fulfilled
To ensure all FLHSS&S requirements are in line with the MOHG standards
To manage guest feedback and strife to anticipate guest needs.
To ensure the awareness of the arrival details, such as the arrival time
To proactively seek guest preferences and record them.
To communicate guest preferences and feedback with relevant department.
To undertake guest room moves where guest is present.
To carry out errands on behalf of guest.
To greet guest upon arrival for introduction and rooming.
To organise guest’s departure, offer the service for packing a night before or an appropriate time preferred by guests.
To assist in handling guest calls and acting upon them in a professional & courteous manner.
Communicate all guest compliments, comments, observations and complaints to relevant departments and ensuring follow up.
To assist the Guest Experience Team in the day to day Departmental/ Hotel operations.
To contact the guest after departure and thank for their stay and advice of being contacted directly for future bookings
To maximize the revenue and occupancy of all ambassador suites
To comply with all LQE’s & MO Special touches
To present a professional image by maintaining the Hotel’s grooming standards.

At least 5 years of relevant experience in luxury community or hotel
Fluency in English written and verbal communication
Excellent communication skills in all aspects: verbal, written and non-verbal
Professional and appropriate business appearance and presentation
Quality driven with a passion for excellence.
Must possess excellent organizational and administrative skills and interpersonal skills
Approachable, open-minded and fair