Customer Service Executive

Job Description: Guest Experience Executive **Location:** Hybrid (Remote + On-site as per operational needs) **Department:** Front Office / Guest Relations / Customer Experience **Reports to:** Guest Relations Manager / Customer Experience Manager **Shift:** Rotational Shifts (including weekends and holidays) **Experience Required:** 35 Years in Guest Services / Customer Experience Job Summary: We are seeking a dynamic and experienced Guest Experience Executive with 35 years of hospitality or customer service experience. This hybrid role offers the flexibility of working remotely while requiring occasional on-site presence for key operational duties. As a core member of our Guest Experience team, you will be responsible for delivering exceptional service, resolving guest concerns, and ensuring memorable guest interactions across touchpoints. Key Responsibilities: Act as a primary point of contact for guests, offering efficient, courteous, and professional service. Address and resolve guest concerns or escalations promptly and effectively. Coordinate virtually and in-person with internal departments such as Front Office, Housekeeping, and F&B to ensure smooth guest experiences. Maintain accurate guest records, feedback, and preferences using hotel management systems. Assist in analyzing guest feedback from surveys and online platforms and contribute to service enhancement strategies. Support in training junior team members and uphold service quality standards. Participate in shift briefings, maintain daily logs and escalate operational concerns as needed. Stay informed about hotel services, promotions, and local recommendations to guide guests effectively. Candidate Profile: Graduate in Hospitality, Hotel Management, or a related field preferred. 35 years of experience in guest services, preferably in hospitality, travel, or BPO sectors. Experience with UK or Australian customer service processes is highly desirable. Strong communication and interpersonal skills with a guest-first attitude. Ability to work effectively in a hybrid environment with minimal supervision. Familiarity with CRM or hotel management systems and Microsoft Office Suite. Flexible to work rotational shifts, including weekends and public holidays. Professional demeanor, problem-solving skills, and a collaborative mindset. What We Offer: A flexible hybrid work model with a dynamic and inclusive work culture. Opportunity to work with a well-known hospitality brand. Training and upskilling opportunities for professional growth. Performance-based recognition and rewards.