Guest Experience Officer

Job Purpose: 

The Guest Experience Officer’s mandate is to make our guests feel like they’re part of The Standard family, thereby winning their loyalty through consistently providing extraordinary service and adding the special personal touches which keep them coming back. 

No Job Description for a position can possibly include all duties, which may be requested by guests or required by the hotel. The objective of all positions is to effectively provide the services personally, or to immediately refer requests to the appropriate department manager. They are not to be construed, as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. The following is a summary of the major responsibilities of the position. 

Primary Functions: 

• Be familiar with the VIP program and overall guest experience on property 

• Maintain a strong FOH presence on property, personally meeting and socializing with guests 

• Conduct guest profile research and ensure that the proper VIP codes & corresponding amenities have been assigned 

• Consider strategic room upgrades for VIPs 

• VIP room walks/review & subsequent collaboration with all necessary departments to maintain quality of rooms  

• Work collaboratively with all FOH departments to ensure that they are educated on VIP arrivals 

• Utilize Cendyn’s guest intelligence platform & guest history to formulate surprise & delight moments for VIPs 

• Act as VIP’s point person for all requests at respective property and other Standards 

• Work collaboratively with Standard GEM team  

• Regularly conduct routine inspections of the lobby and public areas to ensure appearance of such areas reflects highly on the Hotel, Brand and Company. Inform any deficiencies to the appropriate department head. 

• Assist all guests, proactively anticipating and ensuring that all requests are met and communicated to the appropriate departments and management 

• Provide courteous, professional, genuine, efficient and flexible service at all times 

• Ensure high levels of quality standards are maintained consistently and performed at all times 

• Monitor Social Media accounts of guests in-house to use as a tool for enhancing their experience 

• No allergic reaction or aversion to pets and dander. Must be able to interact with various animals since our hotel is pet friendly.  

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Required skills and Qualifications: 

• Front Office/Concierge/Guest Experience/VIP Host experience 

• Thai and English fluency, additional languages a plus 

• Excellent Communications skills 

• Proficiency in Opera