Guest Experience Ambassador

About the role

The Guest Experience Ambassador acts as the face of The Fullerton, delivering personalized, high‑touch service to VIP and regular guests. Reporting to the Director of Service Quality, the role ensures every guest interaction meets Forbes 5‑Star standards and creates lasting emotional connections.

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 facilitate seamless assistance throughout their stay.
• Conduct lobby and public‑area presence, gathering real‑time feedback and identifying opportunities for additional business.
• Inspect accommodations, venues, and amenities, delivering welcome notes or cards for VIPs and first‑time guests.
• Coordinate guest‑facing touchpoints to ensure consistency with luxury standards, including pre‑arrival care programs.
• Analyze trends from social media, comment cards, and post‑stay surveys to drive proactive service improvements.
• 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.
• Familiarity with Forbes standards is a strong advantage.
• Multilingual ability is often preferred.

Required skills

What we offer

• Opportunity to represent a prestigious brand and work with high‑profile guests.
• Engagement in quality improvement programs aligned with the hotel’s vision and mission.
• Collaborative environment across multiple hotel departments.