Guest Experience Associate

Guest Engagement & Service Excellence

Greet guests warmly upon arrival, ensuring a personalized and memorable welcome.

Handle check-ins, check-outs, and special requests efficiently and professionally.

Anticipate guest needs and provide tailored recommendations for resort facilities, dining, activities, and local attractions.

Manage VIP, repeat, and long-stay guest profiles to ensure preferences are recorded and exceeded.

Experience Coordination

Liaise with departments (Housekeeping, F&B, Spa, Concierge, etc.) to coordinate seamless service and special arrangements.

Prepare pre-arrival arrangements, amenities, and welcome gifts according to guest profiles.

Follow up on guest feedback and take immediate action to resolve any concerns or issues.

Communication & Administration

Respond promptly to guest inquiries via phone, email, or in person.

Maintain accurate records of guest interactions, preferences, and service recoveries in the property management system.

Support the Guest Experience Manager in creating and implementing initiatives to enhance guest satisfaction scores.

Performs other related duties as assigned by Line Manager.

• Diploma or Degree in Hospitality Management or related field preferred.
• Minimum 1–2 years’ experience in Front Office, Guest Relations, or similar role in a luxury hotel or resort.
• Excellent communication skills in English (additional languages such as Chinese or Korean are an advantage).
• Strong interpersonal skills with a genuine passion for guest service and luxury hospitality.
• Proficiency in PMS systems (Opera, Fidelio, or equivalent) and MS Office applications.