Guest Experience Specialist

Overlooking the scenic South China Sea, an hour away by ferry from Singapore, Mövenpick  Resort & Spa Bintan Lagoon will introduce Swiss-inspired hospitality to Bintan in celebration of Mövenpick’s rich culinary legacy. The resort is set to be the new beach getaway destination for all generations with standout facilities, including 420 rooms & suites, two golf course, three lagoon swimming pools, unique restaurant concepts, a two-storey beach club, spacious event spaces. Wellness will also be an integral part of the resort experience, with a vast wellness and recreation village that will feature a gym, a spa, and Kid Club.

This position serves as the hotel ambassador throughout the entire journey of guest’s stay especially for repeaters, elite members and VIPs. The role focuses largely on guest engagement through creative and dynamic approaches ensuring that the guest experience is memorable and defect free.

Ensuring Exceptional Guest Experiences

• Anticipate guest needs and exceed guest expectations.
• Recognize and appreciate repeat guests, elite members and hotel VIPs.
• Provide services which are prompt, professional and discreet.
• Have a great understanding in terms of product knowledge. Therefore, able to answer guest enquiries confidently.
• Creative and unconventional approach in dealing grievances to ensure that negative experiences are completely turned around.
• Remain available at guest disposal discreetly and proactively.

Core Work Activities

• Present and visible in the lobby, he or she is easily identifiable by guests as the person to whom they should go.
• Handles guests’ requests for information and provides answers; puts them in contact with the appropriate people if necessary.
• Provide warm welcome and bid fond farewell to all guest especially the VIPs.
• Develops excellent relationships with guests throughout their stay and resolve any issue occurs.
• Verifies all VIP’s rooms, Online Check in guest rooms, and Suites prior to the guest arrival time with the proper set up according to our standards, i.e. registration card and keys are ready, amenities and welcome card are delivered to the rooms, guest’s preference have been set properly, and liaise with In-Room Dining, Housekeeping and / or Engineering Departments for any necessary tasks to be done.
• https://careers.accor.com/global/en/job/guest-experience-specialist-mandarin-korean-japanese-speaker-in-bintan-timur-indonesia-jid-53841