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Guest Experience Executive
This job is closed and no longer accepting applications.
Hugo's Group in Malta is looking to recruit an outstanding Guest Experience Executive who is passionate about turning moments into memories for our guests and ensuring that they have an exceptional guest experience.
Responsibilities:
- Respond to any questions, needs, and desires of guests, and follow up with guests to ensure their requests have been met to their satisfaction
- Provide upscale guest service experiences for clients throughout their stay and anticipating their unstated ones
- Manage special requests for customers including restaurant reservations, limousine services, and car rentals
- Ensure clients are properly greeted upon their arrival
- Actively listen to and resolve guest complaints by offering adapted and tactful solutions, dealing calmly and efficiently with challenging situations and when necessary, escalate unresolved guest issues to Hotel General Manager for immediate resolution
- Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
- Make and change room assignments according to guest requirements and promptly address their requests
- Ensure special guests, like people with special needs and VIPs, receive personalized services
- Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
- Inform clients of our hotel services, including breakfast and other dining options
- Promote all hotel amenities, conveniences and programs offered
- Liaise with Housekeepers and F&B Staff to provide an overall comfortable guest experience
- Examine daily duties, assign tasks, and check on progress
- Analyse and answer customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
- Recommend local tourist spots, including places to dine, shop and sight-see
- Establish friendly relationships with regular hotel clients
- Examine activities logbook, assign tasks appropriately and implement control schedule daily
Requirements:
- Proven working experience as Guest Experience Executive
- Understanding of all hotel management best practices and relevant laws
- Hands-on experience with guest relationship management software
- Proficiency in English; knowledge of other languages will be considered an asset
- Customer service drive and excellent problem resolution skills along with outstanding communication and active listening skills
- Leadership skills along with the ability to motivate a team into high performance
- Ability to work flexible hours
- Highly responsible and reliable with a professional presentation
- A degree in Hospitality Management, Tourism, Business Administration, or a relevant field would be considered an asset.
Hugo's Group:
The Hugo’s Group is the brainchild of the late Hugo Chetcuti, whose business empire now dominates Malta’s main entertainment hub. The company thrives on effectiveness and efficiency, backed by a dynamic team of industry professionals. World Class standards and the warmth of Mediterranean hospitality perfected over three decades have inspired the brand to a clear path of profitability. Although Hugo initially ventured into the industry in the late ’80s with the opening of Footloose, The Hugo’s Group and the trademark was officially launched in 2005 with the subsequent opening of Hugo’s Lounge. This brand-new concept in Pan-Asian cuisine is not only renowned for its Eastern gastronomic experience, but also for its exquisite cocktails and immersive music. Hugely popular night clubs such as Hugo’s Passion and Shadow Lounge (now known as Shadow Club) soon became an institution among the local clubbing scene and have been followed up by Hugo’s Terrace & Rooftop (the brands flagship), Bacco by Hugo’s, Hugo’s Pub, Hugo’s Burger Bar, Hugo’s Pizza & Pasta, HSixty6, Mila’s Kitchen, Rocco’s Whiskey Lounge, Infinity by Hugo’s, as well as Hugo’s Boutique Hotel and H Hotel. Paceville now stands alone as Malta’s main business and entertainment hub and quite rightly, Hugo Chetcuti’s foresight and ingenuity has played an integral part in its popularity and success. His son Luke has now taken over the reins and as company chairman, heads the business with an added zest of youth and vitality which was much needed after the loss of his father.
Full Time
Job Type
Intermediate (1-3 years), Experienced (3 years +), Middle Management
Experience Level
Hospitality & Leisure
Category
Hotels, Restaurants & Catering
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