As a Guest Service Specialist, you will play a pivotal role in shaping our guests’ first impressions, committed to delivering an extraordinary and unforgettable experience that reflects the highest standards of courtesy, professionalism, and True Waldorf service.
In this role, you will personally welcome guests upon arrival, engage with them throughout their stay, and provide seamless assistance with their needs and inquiries. Your focus will be on delivering exceptional care, particularly for VIP and long-stay guests, ensuring their experience aligns with the brand’s excellence and Forbes 5-Star standards.
What will I be doing?
• Greeting and interacting with VIP and long-stay guests, providing assistance with their inquiries.
• Managing the guest journey at all touchpoints: pre-arrival, arrival, stay, departure, and post-departure, ensuring seamless and personalized experiences.
• Anticipating and exceeding guest expectations by ensuring preferences are met and leveraging opportunities to deliver exceptional service.
• Monitoring VIP guest satisfaction by maintaining proactive and consistent communication throughout their stay.
• Reviewing daily arrivals to flag VIP guests, coordinating amenities, and conducting room inspections in collaboration with the Personal Concierge team.
• Being present in high-traffic areas, such as the lobby and public spaces, especially during peak times, to assist guests and provide visibility.
• Handling and resolving guest concerns, recording details, and escalating issues to leaders as necessary, while ensuring adherence to Forbes 5-Star standards.
• Maintaining a strong knowledge of the hotel’s products and services, guest experience platforms, and online review systems to align with brand excellence.
• Providing operational support to the guest relations team as needed.
What are we looking for?
This job listing was provided by Hospitality Job Vacancies. To apply, please use the link in the job description.
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