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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: Creator of innovative lifestyle experiences and powerful brands established in Malta since 2005, Hugo's Group has sharp expertise in festive, premium catering and hospitality. Between restaurants, bars, and luxurious hotels (Hugo’s Lounge, Hugo’s Terrace, Hugo’s Pizza & Pasta, Hugo’s Pub, Hugo’s Burger Bar, Bacco By Hugo’s, Infinity By Hugo’s, Hugo’s Boutique Hotel 3* and H Hotel 4*) we strive to enlighten the senses through inspired settings, a high level of customer service, exceptional food quality, affordable prices, dynamic music concepts and state of the art video and audio systems. We form an integral part of the island’s entertainment industry, with all our venues centrally located in and around Paceville, Malta’s central hub for socializing and nightlife. We are an ecosystem of brands and places, sharing the same culture of excellence and the same creative drive to exceed the expectations of our guests. Our ambition is based on five fundamental values shared by all our collaborators:
H – HIGH STANDARDS
U – UNWAVERING COMMITMENT
G – GROWTH AND LEARNING
O – OBJECTIVE DRIVEN
S – SUCCESS
Our employees are the core of what makes our group’s success, thus we care about their growth and aspirations by encouraging internal mobility, whether within functions or brands. We strive to provide leadership in shaping an inclusive culture that drives excellence, diversity, and innovation by supporting talent, engagement, and employee work experience. Hospitality is a value of the future, and we intend to embody it. Would you like to become part of our vibrant team?
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: Creator of innovative lifestyle experiences and powerful brands established in Malta since 2005, Hugo's Group has sharp expertise in festive, premium catering and hospitality. Between restaurants, bars, and luxurious hotels (Hugo’s Lounge, Hugo’s Terrace, Hugo’s Pizza & Pasta, Hugo’s Pub, Hugo’s Burger Bar, Bacco By Hugo’s, Infinity By Hugo’s, Hugo’s Boutique Hotel 3* and H Hotel 4*) we strive to enlighten the senses through inspired settings, a high level of customer service, exceptional food quality, affordable prices, dynamic music concepts and state of the art video and audio systems. We form an integral part of the island’s entertainment industry, with all our venues centrally located in and around Paceville, Malta’s central hub for socializing and nightlife. We are an ecosystem of brands and places, sharing the same culture of excellence and the same creative drive to exceed the expectations of our guests. Our ambition is based on five fundamental values shared by all our collaborators:
H – HIGH STANDARDS
U – UNWAVERING COMMITMENT
G – GROWTH AND LEARNING
O – OBJECTIVE DRIVEN
S – SUCCESS
Our employees are the core of what makes our group’s success, thus we care about their growth and aspirations by encouraging internal mobility, whether within functions or brands. We strive to provide leadership in shaping an inclusive culture that drives excellence, diversity, and innovation by supporting talent, engagement, and employee work experience. Hospitality is a value of the future, and we intend to embody it. Would you like to become part of our vibrant team?
Full Time
Job Type
Intermediate (1-3 years), Experienced (3 years +), Middle Management