Guest Experience Executive

Job Description - Guest Experience Executive (HOT0C1K0)

Work Locations Hilton Riyadh Hotel and Residence, Eastern Ring Road, Central Region, Riyadh

Guest Experience Executive Job Number HOT0C1K0

Job Description What is the job?

Oversee daily CRM report to identify VIP guests and prepare for their arrival and welcoming.

Serve as the main point of contact for VIP guests and ensure hotel departments are fully briefed on their requirements.

Perform check‑in and check‑out for VIP guests.

Resolve customer complaints by conducting thorough investigations and developing effective resolutions.

Handle all customer queries or requests politely, efficiently, and with consistently high customer service standards.

Meet, greet, and direct guests who enter the lobby area.

Oversee each aspect of the Guest Experience journey and create personalized experiences for the hotel’s top guests.

Welcome guests in a friendly manner and demonstrate amazing customer service.

Work 5 days per week, including weekends and holidays as required.

Ensure a detailed handover between shifts, covering volume of business, special guests, tasks to be clarified / completed, and any guests’ special events.

Maintain a high level of product knowledge of the hotel and local area, and stay informed about hotel events.

Have detailed knowledge of fire, safety, and evacuation procedures.

Perform other duties assigned by the Front Office Manager or Assistant Front Office Manager.

What are we looking for?

Leadership abilities with experience in a leadership role.

Always looking to make guests feel special.

Interest in front office operations.

Passion for hospitality.

Willingness to learn.

Teamwork orientation.

Interest in luxury service.

Effective dealing with internal and external customers.

Strong listening skills and comprehension of English to understand and follow instructions and information.

Required Knowledge, Skills & Abilities

Comply with hotel security, fire regulations, and all health and safety legislation.

Act in accordance with policies and procedures when working with front‑of‑house equipment and property management systems.

Assist with other departments as necessary.

Schedule Full‑time

Brand Hilton Hotels & Resorts

Job Category Guest Services, Operations, and Front Office

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