Guest Experience Executive

• Always Present yourself professionally; punctual, well-groomed, and in full uniform.
• Maintain a visible and proactive presence in the lobby to anticipate guest needs and provide immediate support.
• Build strong guest rapport with courtesy, empathy, and confidence, ensuring repeat visits and long-term loyalty.
• Personally welcome and escort VIP guests, delivering a smooth and personalized check-in experience.
• Conduct daily inspections of lobby areas, guest lounges, kids' club, and other public spaces, ensuring a clean and welcoming environment.
• Review daily and upcoming VIP arrivals, confirm room allocations, amenities, and special requests; coordinate with departments to ensure flawless preparation.
• Ensure IHG One Rewards members, repeat guests, and VIPs receive full benefits, personalized recognition, and elevated service touches.
• Resolve guest complaints effectively, turning challenges into opportunities to exceed expectations, while coordinating with relevant departments for follow-up.
• Support Front Desk during peak periods by assisting with check-in/check-out while maintaining service quality.
• Lead by example in promoting in-house facilities, upselling hotel services, and encouraging guest feedback through social media and review platforms.
• Act as a key contact point in emergency situations, ensuring guest safety and adherence to hotel security standards.
• Perform any additional tasks assigned by management to support the department's success.
• Be very familiar with room amenities, layout, rate structure, outlets (e.g. promotions, banquet, function, party etc.)
• Promote hotel sales and in-house facilities
• Handles guest's complaint or requests and liaise with the department concerned to ensure immediate follow up
• Bid farewell to departure guests, promote hotel by encourage guest to rating hotel in social medial platform
• Be responsible in keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety.