Guest Experience Executive/ Customer Services

- Manage, collect, respond to, evaluate, and report customer reviews on both online and offline platforms, and propose solutions to improve customer satisfaction.

- Propose and implement measures to improve the hotel’s rating on various platforms.

- Respond to customer messages/emails, record special requests, and ensure they are entered into the system and forwarded to the relevant departments.

- Maintain effective communication with other hotel departments (housekeeping, food & beverage, concierge) to fulfill guest requests.

- Address guest complaints or concerns professionally and efficiently, escalating to management when necessary.

- Propose ideas for programs/services/products aimed at enhancing the customer experience.

- Conduct post-stay follow-ups to gather feedback and ensure the guest was satisfied with their visit.

- Follow up on negative reviews, collect customer feedback, and offer appropriate benefits to encourage return visits.

- Develop decoration ideas for major holidays based on given request and budget.

- Provide special attention to customers’ special occasions such as honeymoons, birthdays, etc.

- Arrange welcome letters for VIP rooms.

- Take care of hotel’s online platforms, such as Facebook and the website. Ensure that the latest images of products, services, promotions, and seasonal programs are always up to date.

- And perform any other tasks as assigned by the direct manager.