What you will do:
Serve as the dedicated point of contact for guests throughout the pre-arrival, stay and post-stay journey.
Engage with guests before arrival to understand their preferences, expectations and individual needs.
Create and maintain detailed guest profiles to enable highly personalized experiences.
Anticipate guest needs and provide proactive, attentive and discreet service throughout their stay.
Coordinate closely with all hotel departments to ensure the seamless execution of guest preferences and requests.
Monitor guest satisfaction and take immediate ownership of requests, follow-ups and sensitive matters.
Build genuine relationships with guests through consistent communication, presence and attention to detail.
Collaborate closely with the Concierge team to ensure all arrangements and experiences are delivered flawlessly.
What you need to bring:
Previous experience in Guest Experience, Guest Relations, Front Office or a similar guest-facing role, preferably in a luxury or ultra-luxury hotel.
Degree or diploma in Hospitality, Tourism or a related field will be considered an asset.
Excellent command of English; additional languages are a strong advantage.
Exceptional communication and interpersonal skills with a warm, polished and guest-focused approach.
Strong ability to anticipate guest needs and deliver personalized, discreet and intuitive service.
Excellent organizational skills, attention to detail and ability to coordinate effectively across departments.
Ability to handle confidential, sensitive and high-profile guest matters with professionalism and discretion.