Guest Experience Officer

Job Responsibilities:

• Welcome guests upon arrival and provide a warm and friendly first impression
• Address guest inquiries and concerns promptly and effectively
• Collaborate with housekeeping and front desk teams to ensure that guest rooms meet quality standards
• Gather guest feedback through surveys and direct communication to identify areas for improvement
• Develop and implement initiatives to enhance guest satisfaction and loyalty
• Assist in training team members on guest service standards and best practices
• Maintain up-to-date knowledge of hotel services, local attractions, and events to provide recommendations to guests
• Handle guest complaints with professionalism and empathy, ensuring resolution and satisfaction

Job Requirements:

• 1-2 years of related experience in well-established hotels
• Tertiary education in Hospitality Management or related disciplines
• Able to work independently and handle shift duties
• Good command of spoken Cantonese, English and Putonghua
• Knowledge in Forbes standards will be an advantage