Guest Experience Executive

The Luxe Nomad; Provinsi Bali; On-site; USD 30,000 - 45,000; Full time

Job summary

A leading company in luxury hospitality seeks a Guest Experience Manager to oversee the guest journey from pre-arrival to departure. This role focuses on providing exceptional customer service, managing guest requests, and ensuring a seamless check-in process. Ideal candidates will have a degree in hospitality or tourism, experience in a similar role, and strong organizational and interpersonal skills.

Qualifications

• Experience in hospitality or customer service related industry highly regarded.
• Previous experience in a similar role highly regarded.

Responsibilities

• Manage all guest requests through various communication platforms.
• Ensure smooth check-in process by coordinating with Operations Team.
• Conduct regular checks in the booking system for accuracy.

Skills

English

Organizational Skills

Attention to Detail

Interpersonal Skills

Education

Degree in Hospitality or Tourism

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

Role Overview

Purpose:

To be responsible for the complete guest's journey from pre-arrival through departure. Your role involves to manage the first impressions, directly address the needs of guest and inform other team members of guest needs in order to ensure an exceptional guest experience.

Communication:

• Internal: Management team and all other departments within the office
• External: Villa's Guest , Travel Agent , Transport Agent

Main Duties:

• Handling and managing all guest requests (post-booking) that come in through various communication platforms (ex. Emails, Instant Messaging Apps, Calls, etc) and sources (websites, travel agents, online travel agents, direct clients, etc).
• Obtaining and correctly recording in Freshdesk & RoomBoss all details related to the booking and guest (includes but not limited to service, service dates, booking preferences, customer details, etc.)
• Providing guests with service options that are available for their stay but also relevant to their preferences and budget.
• Actively focusing on providing excellent customer service and offering service and activity options (up-selling) to our guests.
• Ensure a smooth handover from Guest Experience to Operations to ensure a smooth check-in process for the guests. This includes providing all services, preferences and details to the Operations Team that was shared during the guest experience process.
• Attending regular inspection and familiarization visits to the portfolio in order to be up to date with the ongoing situation in the properties and surrounding areas.
• Manage complaints and issues that may arise within booking process to the best of their abilities prior to escalating to senior members of the team.
• Conducts regular checks in the booking system to ensure it is correctly updated - this includes customer details, service booking details, working with Reservations to maximize allocation for multi unit properties.

Role Specifications:

• Qualifications: Degree in Hospitality or Tourism
• Experience: Experience in hospitality or customer service related industry (Hotel/Villa operation background highly regarded) Previous experience in a similar role highly regarded

Skills:

• Excellent level of written and verbal English
• Proficient in Microsoft applications i.e. Microsoft Word, Excel & PowerPoint
• Organized with the ability to prioritize and able to deliver results to deadlines
• Proactive and self-managing
• Accuracy & attention to detail
• Positive interpersonal skills