Guest Experience Ambassador

Job Description & Requirements

Job Details (Here’s what you can expect!)

• 5 days’ work week and overtime
• Duty Meal allowance and uniform allowance
• Attractive incentive and bonus
• Staff rates at Accor hotels in Singapore and worldwide
• Birthday leave

Job Responsibilities:

• Welcome guests warmly and assist with check-in/check-out via kiosks or mobile platforms.
• Guide guests through tech-enabled services including voice AI, mobile keys, and service robots.
• Handle VIP arrivals, special requests, and personalized experiences.
• Respond to guest inquiries and requests promptly, ensuring satisfaction and proactive follow-up.
• Monitor guest feedback channels and escalate service gaps or improvement opportunities.
• Support lobby operations, queue management, and guest flow during peak periods.
• Coordinate with Housekeeping and Engineering for room readiness and issue resolution.
• Maintain guest profiles and preferences for future personalization.
• Uphold PDPA compliance and guest confidentiality at all times.

GENERAL DUTIES

• Monitor and respond to guest engagement tools (e.g., Aiello, Stayplease).
• Assist with robot delivery operations and troubleshoot basic guest-facing tech.
• Maintain cleanliness and order in public areas, ensure signage and wayfinding are clear.
• Support service recovery efforts and escalate unresolved issues to supervisors.

Job Requirements:

• Passionate individuals who love customer service
• Communicate fluently in English
• Independent and work well in a team
• Work on weekends and public holidays
• Work day shifts and night shifts