Customer Experience Specialist
1 week ago
The Customer Experience Specialist will be the first point of contact for guests, delivering a warm welcome and ensuring every guest enjoys a seamless and memorable stay. The role requires attentiveness, professionalism, and genuine care to build strong relationships with our valued guests.
Main Responsibilities- Greet and welcome all guests in a warm, professional, and friendly manner.
- Anticipate guest needs and offer assistance before being asked.
- Manage guest reservations, updating details as necessary.
- Prioritize special requests such as early arrivals, VIPs, long stays, connecting/adjacent rooms, return guests, and specific room setups.
- Input and manage wake-up calls for in-house guests.
- Action departmental trace reports efficiently.
- Respond to guest inquiries via email, direct message, and telephone, adhering to luxury standards of verbiage and response time.
- Set up VIP folders for next day arrivals and ensure all arrangements meet luxury standards.
- Manage luggage storage, parcel retrieval, and inventory of loaned items, ensuring timely collection or return before check-out.
- A tertiary education is preferred.
- A friendly personality with a strong passion for fostering positive guest relations.
- Experience in a similar role at luxury hotels, resorts, or commercial facilities is desired.
- Familiarity with Property Management Systems (PMS) and hotel systems is essential.
- Ability to work rotating rosters over a day week.
- Proficient in both written and spoken English.
- Must have valid working rights in Australia.
We offer a vibrant and nurturing workplace, elegantly designed areas, and various employee benefits including online training courses, complimentary meals, and discounts for hotels and group bookings.
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