Guest Experience Specialist, AYS (The Laurus)

Job Summary:
We are seeking a service-oriented and attentive Guest Experience Specialist (At Your Service) to join our team. This role is responsible for serving as a central point of contact for guest communications, service requests, and operational coordination. You'll play a key role in delivering personalized, responsive and seamless support throughout the guest journey while ensuring every interaction reflects the hotel's service standards.

Key Responsibilities:

• Manage guest communications across telephone, email and digital platforms in a professional and timely manner.
• Respond promptly to guest inquiries, requests and service needs while delivering exceptional guest experiences.
• Coordinate guest requests with relevant operational departments to ensure timely fulfillment and guest satisfaction.
• Assist with reservations, guest information and service arrangements as required.
• Monitor and follow up on guest requests to ensure completion and guest satisfaction.
• Handle wake-up call requests, message services and communication support accurately.
• Maintain detailed and accurate records of guest requests and service interactions.
• Support VIP arrivals, special requests and personalized guest arrangements.
• Collaborate closely with Front Office, Concierge, Butler, Housekeeping and other operational teams to ensure seamless guest experiences.
• Identify guest needs proactively and recommend appropriate services and amenities.
• Handle guest concerns professionally and coordinate appropriate resolutions within assigned responsibilities.
• Perform other reasonable duties assigned by supervisors or management.
  

Requirements:

• Minimum GCE 'O' Level or equivalent.
• Minimum 1 year of experience in customer service, guest services or hospitality operations preferred.
• Good communication and interpersonal skills.
• Strong customer service orientation and attention to detail.
• Ability to multitask and work in a fast-paced environment.
• Proficiency in hotel systems and reservation platforms is an advantage.