New
1 week ago
Job Summary
The Excellence Experience Partner is responsible for ensuring guests receive exceptional service throughout their stay which includes check ins and check outs. This role focuses on building strong relationships with guests, addressing their needs proactively, and continuously improving service standards.
- Minimum Qualification : Degree
- Experience Level : Entry level
- Experience Length : 3 years
- Working Hours : Full Time
Job Description/Requirements
Responsibilities:
Guest Relationship Management:
- Act as the primary point of contact for guests, ensuring a warm and professional welcome.
- Address guest inquiries, requests, and complaints promptly, ensuring quick and effective resolution.
- Build rapport with long-term guests and regular visitors, providing personalized service tailored to their preferences.
Experience Enhancement:
- Continuously assess the guest journey from check-in to check-out to ensure it is seamless and enjoyable.
- Identify opportunities to enhance the guest experience through innovative amenities, personalized services, and special offers.
- Gather guest feedback and work with internal teams to implement improvements.
Service Excellence:
- Champion a guest-first culture within the hotel, ensuring staff across all departments are aligned in delivering top-notch service.
- Monitor guest satisfaction levels through surveys, online reviews, and direct feedback.
- Lead initiatives to improve key performance metrics such as Net Promoter Score (NPS) and guest satisfaction ratings check-in/check-out processes and assist with guest-related issues.
Cross-functional Collaboration:
- Liaise with housekeeping, maintenance, front desk, and reservations teams to ensure guest requests are fulfilled efficiently.
- Coordinate with the sales and marketing teams to ensure promotional offers and services align with guest expectations.
- Serve as the voice of the guest in internal discussions to influence service delivery improvements.
Operational Efficiency:
- Develop and implement processes to streamline guest services, making it easier for guests to access amenities and resolve issues.
- Ensure high standards are maintained in housekeeping, room readiness, and overall property upkeep.
- Oversee VIP guest services, ensuring that personalized experiences are consistently delivered.
Guest Feedback & Improvement:
- Regularly review guest feedback and online reviews to identify trends and areas for improvement.
- Collaborate with the operations team to address recurring issues and implement long-term solutions.
- Lead efforts to personalize and customize guest experiences, based on preferences and feedback.
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