Guest Experience Executive

About the role

The Guest Experience Executive is responsible for delivering personalised, high‑touch service to VIP and long‑stay guests, ensuring their expectations are not only met but exceeded throughout their stay.

Key responsibilities

• Serve as the primary point of contact for VIP and long‑stay guests (14 days or longer), anticipating their needs and briefing all relevant departments.
• Welcome guests warmly in the lobby, act as the face of the hotel, and maintain a visible presence in public areas.
• Gather verbal feedback, handle complaints with professionalism and empathy, and ensure timely resolution and follow‑up.
• Maintain strong relationships with repeat guests, coordinate loyalty recognitions, and track preferences for future stays.
• Communicate guest preferences clearly across Front Office, Housekeeping, F&B and other operational teams to ensure seamless service delivery.
• Contribute ideas for lobby enhancements and ensure the reception area reflects a premium guest experience.

Required profile

• Experience managing VIP and long‑stay guests in a hotel environment.
• Excellent communication and interpersonal skills to build strong guest relationships.
• Ability to coordinate across multiple hotel departments and ensure consistent service standards.
• Professional, empathetic approach to handling guest issues and feedback.

Required skills