Guest Experience Coordinator

Overview

Guest Experience Coordinator oversees the seamless integration and operation of both the Butler and Guest Relations departments, with a primary focus on enhancing the pre-arrival experience, building detailed guest profiles, managing special occasions, and performing key administrative tasks. This role plays a crucial part in ensuring a consistent, personalized, and exceptional guest journey from pre-arrival through departure.

In addition to administrative support, the Guest Experience Coordinator facilitates smooth communication and coordination between internal departments to uphold service excellence. The Guest Experience Coordinator also assumes Butler and Guest Relations responsibilities, acting as the main point of contact for guests and providing bespoke services that reflect the signature Raffles touch. The role is dedicated to creating memorable, curated experiences tailored to each guest’s preferences and expectations.

Key Roles & Responsibilities

Knowledge

• To have thorough knowledge of all SOPs for Butler Service and Guest Relations department
• To have thorough knowledge of local rules and regulations
• To have accurate knowledge of different room categories and reading Opera PMS reports
• Being knowledgeable on answering and directing phone calls
• To have knowledge of the designated PMS (Property Management System) of the hotel and online platforms used for task delegation and distributing information
• To have basic knowledge of PMS reports for daily task functions and online platforms used for task delegation
• To be fully aware of Raffles Brand Standards and Values, have thorough knowledge on LQA, Forbes and similar quality-oriented standards
• To adhere to Butler’s and Guest Relations standards and procedures and enforce the same
• Service
• Foster Raffles Values; Excellence, Respect, Integrity Caring
• Internalize Raffles Brand personality; Charming, Graceful, Thoughtful, Welcoming
• Go extra mile to make sure every guest needs are not just met, but exceeded.
• Assist and support team members and other departments in order to ensure a smooth operation
• Create relationship with employees that is based on open and sincere communication which leads to building long lasting trustful relationships
• Never fail the Top 5 Service Excellence
• Look at me
• Smile at me
• Talk to me
• Listen to me
• Thank me

Operations

Values

Occupational Health and Safety Responsibilities

Qualifications

Additional Information

#J-18808-Ljbffr