Guest Experience Executive | Holiday Inn

Job Description

As Guest Experience Executive  you are responsible to ensure, excellent customer service experience and satisfaction by demonstrating high level of customer service skills and professionalism and also offer them quality service in order to gain their loyalty, inform the guest concerning hotel, organize excursions, deal guest complaint, guests & VIP’s follow up and welfare.

 A Little taste of your day-to-day:

• Welcome and provide any information for the guests and visitors whilst discreetly monitoring movement in the reception area. Group welcome & check-in
• Be In charge of the quality Hotel visits and sight inspections
• Combine the achievement of quality targets with financial results
• Follow room preparation in such a way as to ensure that client needs are met
• Daily room checks & guest courtesy calls
• Put the welcome presents in place
• Have responsibility for the client file, must ensure that it is always as accurate as possible.
• Act as special interface between clients and departmental managers
• Look after VIPs and new clients
• Promote F&B outlets and other services like banquet facilities
• Have knowledge of all hotel services and inform the guests, whilst encouraging them to use them during their stay
• Be aware of the location of the hotel and its environment and be able to direct the guest to and from the hotel.
• Assist the guest for any request concerning excursions, entertainment
• Analyze client questionnaires, marketing reports and mystery client reports
• Follow up client comments by trying to find a solution for every problem raised
• Assist and participating actively in daily briefings with departmental managers
• Work in close cooperation with reception, housekeeping, restaurant, banqueting, kitchen and sales departments
• Monitor and motivate and supervise guest service agents for better performance 
• Lead guest satisfaction surveys and suggest proactive approaches to reporting manager
• Attend departmental meetings and training programs
• Wears uniform with pride and honor
• Perform any other duties as assigned by the management

What We need from your:

● Excellent communication and strong interpersonal skills 

● Diploma in Hospitality Management or higher secondary education in any discipline  

 ●   Intermediate in MS Office packages and Proficient in Opera (PMS) preferred

● Three  years total experience as guest service agent and at least one year of experience in supervisory role  in any hotel properties

● Fluent in spoken and written English

● Must speak local language(s) 

What you can expect from us:

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a full uniform, impressive room discounts and some of the best training in the business. 

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives. 

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing

 framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.  

So, join us and you’ll become part of our ever-growing global family.

As Guest Experience Executive  you are responsible to ensure, excellent customer service experience and satisfaction by demonstrating high level of customer service skills and professionalism and also offer them quality service in order to gain their loyalty, inform the guest concerning hotel, organize excursions, deal guest complaint, guests & VIP’s follow up and welfare.

 A Little taste of your day-to-day:

• Welcome and provide any information for the guests and visitors whilst discreetly monitoring movement in the reception area. Group welcome & check-in
• Be In charge of the quality Hotel visits and sight inspections
• Combine the achievement of quality targets with financial results
• Follow room preparation in such a way as to ensure that client needs are met
• Daily room checks & guest courtesy calls
• Put the welcome presents in place
• Have responsibility for the client file, must ensure that it is always as accurate as possible.
• Act as special interface between clients and departmental managers
• Look after VIPs and new clients
• Promote F&B outlets and other services like banquet facilities
• Have knowledge of all hotel services and inform the guests, whilst encouraging them to use them during their stay
• Be aware of the location of the hotel and its environment and be able to direct the guest to and from the hotel.
• Assist the guest for any request concerning excursions, entertainment
• Analyze client questionnaires, marketing reports and mystery client reports
• Follow up client comments by trying to find a solution for every problem raised
• Assist and participating actively in daily briefings with departmental managers
• Work in close cooperation with reception, housekeeping, restaurant, banqueting, kitchen and sales departments
• Monitor and motivate and supervise guest service agents for better performance 
• Lead guest satisfaction surveys and suggest proactive approaches to reporting manager
• Attend departmental meetings and training programs
• Wears uniform with pride and honor
• Perform any other duties as assigned by the management

What We need from your:

● Excellent communication and strong interpersonal skills 

● Diploma in Hospitality Management or higher secondary education in any discipline  

 ●   Intermediate in MS Office packages and Proficient in Opera (PMS) preferred

● Three  years total experience as guest service agent and at least one year of experience in supervisory role  in any hotel properties

● Fluent in spoken and written English

● Must speak local language(s) 

What you can expect from us:

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a full uniform, impressive room discounts and some of the best training in the business. 

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives. 

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing

 framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.  

So, join us and you’ll become part of our ever-growing global family.