Guest Experience Ambassador

About the role

The Guest Experience Ambassador acts as the face of The Fullerton brand, delivering personalized, high‑touch service to VIP guests and ensuring every interaction reflects Forbes 5‑Star standards. This role is pivotal in creating emotional connections, gathering feedback, and supporting the hotel’s quality improvement initiatives.

Key responsibilities

• Uphold Forbes 5‑Star standards in all guest interactions and public areas.
• Collaborate with the Guest Recognition Team to greet daily VIPs and provide dedicated assistance throughout their stay.
• Conduct lobby presence, seek real‑time feedback, and identify opportunities for additional business through emotional connections.
• Inspect accommodations, venues, and amenities, delivering welcome notes/cards for VIPs and first‑time guests.
• Coordinate guest‑facing touchpoints to meet luxury standards, addressing trends from social media, comment cards, and post‑stay surveys.
• Ensure personalized pre‑arrival and in‑stay programs are executed flawlessly.
• Liaise with housekeeping, front office, F&B, and other departments to communicate and fulfill guest requests efficiently.

Required profile

• Diploma or degree in Hospitality, Tourism, or a related field (preferred).
• Prior experience in luxury hotels or high‑end customer service.
• Strong knowledge of Forbes standards is an advantage.
• Multilingual ability is often preferred.

Required skills

What we offer

• Opportunity to represent a prestigious brand and work with VIP clientele.
• Dynamic environment within a luxury hotel setting.
• Professional development through quality improvement programs.