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.
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.
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
The Standard, We are not for everyone …. but everyone is welcome.
The Standard Values
Unconventional & Compassionate | Individuality & Teamwork | Creative & Pragmatic
To apply - please email your CV and cover letter to HR - firstname.lastname@example.org