Swissôtel Sydney is seeking for a Front Office superstar for our next Guest Experience Executive. As Guest Experience Executive, you will be champion of our ALL (Accor Live Limitless) members and VIP guests.
Purpose of the role
To ensure all guests Feel Welcome to the hotel by being the point of contact during and post their stay. This exceptional service ensures that their hotel experience equates with that expected from a five-star hotel.
Assist in ensuring specific preparations are made for ALL loyalty members, VIPs and return guests
Be highly knowledgeable on ALL loyalty program
Participate in front office duties such as attending to calls in Swiss Service Centre, check-in, and check-out of guests
Address and resolve guest feedback and complaints at the highest standard
Influence positive guest experience across all aspects of the Guest Journey
What you will be doing
Provide quality service to the customer by responding to their requests promptly, efficiently and courteously during check-in, check-out and throughout their stay.
Liaise with Leadership Team to co-ordinate the welcome/farewell of guests to/from the hotel, including Owners, VIPs, return and long stay guests.
Ensure all guests who are members are appropriately recognised, meeting all Accor standards.
Co-ordinate VIP lists guest welcome cards, apology cards and special occasion cards for anniversaries, birthdays, honeymoons, etc. for GM to sign
Conduct pre-arrival calls for ALL loyalty members as per standard, ensuring setting of required traces and room allocation according to inventory availability and member preferences
Coordinate with Housekeeping and In Room Dining to inspect rooms allocated for VIP’s and other guests as required to ensure that all amenities and cards have been delivered and that the room is properly presented
Respond to and resolve guest complaints, escalating as necessary and ensuring appropriate profile notes are made