Guest Experience Executive

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Responsibilities

• Oversee daily CRM report to identify the 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 investigation of the situation and coming up with the most effective resolution.
• Ensure all customers’ queries or requests are handled in a polite, efficient manner and a high level of customer service is consistently maintained.
• Meet, greet and direct Guests who enter the lobby area.
• Oversee each aspect of the Guest Experience journey, and create personalized experiences for the hotels top guests.
• Welcome guests in a friendly manner and demonstrate amazing customer service.
• You’ll work 5 days per week, sometimes including weekends and holidays.
• Ensure that a detailed handover is carried out between shifts including the volume of business, special guests, tasks to be clarified / completed and any guests’ special events that are taking place.
• Ensure a high level of product knowledge of the hotel and the local area, and know what is happening in the hotel.
• Have detailed knowledge of the fire, safety and evacuation procedures of the hotel.
• Perform other duties assigned by the Front Office Manager or Assistant Front Office Manager.

What are we looking for?

Work locations

Hilton Riyadh Hotel and Residence

Schedule

Full-time

Brand

Hilton Hotels & Resorts

Job

Guest Services, Operations, and Front Office

Seniority level

Employment type

Job function

Industries

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