Guest Experience Coordinator

Job description / Role

Company description

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By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.
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Raffles the Palm Dubai is on the western crescent of Palm Jumeirah, the world's largest manmade island and archipelago. This luxurious five-star hotel with 374 spacious rooms, suites and villas is embellished with hand-crafted Italian touches and offset by carefully selected amenities to complete the atmosphere of elegance. Guests can enjoy panoramic views, a private beach, state of the art entertainment and recreational facilities, including specialist boutiques, a VIP movie theatre, signature and private restaurants complemented by exquisite banqueting and conference spaces.

When visiting Raffles, guests will discover the individual personality and story offered by the hotel. At the essence of every Raffles is the delivery of thoughtful, personal and discreet service to well-travelled guests. Raffles Hotels & Resorts is an award-winning, luxury international hotel company with a history dating back to 1887 with the opening of Raffles Hotel, Singapore. The portfolio currently comprises eleven luxurious properties, from secluded resorts to city hotels in key locations around the world.

Job description

Guest Experience Coordinator oversees the seamless integration and operation of both the Butler and Guest Relations departments, with a primary focus on enhancing the pre-arrival experience, building detailed guest profiles, managing special occasions, and performing key administrative tasks. This role plays a crucial part in ensuring a consistent, personalized, and exceptional guest journey from pre-arrival through departure.

In addition to administrative support, the Guest Experience Coordinator facilitates smooth communication and coordination between internal departments to uphold service excellence. The Guest Experience Coordinator also assumes Butler and Guest Relations responsibilities, acting as the main point of contact for guests and providing bespoke services that reflect the signature Raffles touch. The role is dedicated to creating memorable, curated experiences tailored to each guest's preferences and expectations.

Key roles & responsibilities

Knowledge

• To have thorough knowledge of all SOPs for Butler Service and Guest Relations department
• To have thorough knowledge of local rules and regulations
• To have accurate knowledge of different room categories and reading Opera PMS reports
• Being knowledgeable on answering and directing phone calls
• To have knowledge of the designated PMS (Property Management System) of the hotel and online platforms used for task delegation and distributing information
• To have basic knowledge of PMS reports for daily task functions and online platforms used for task delegation
• To be fully aware of Raffles Brand Standards and Values, have thorough knowledge on LQA, Forbes and similar quality-oriented standards
• To adhere to Butler's and Guest Relations standards and procedures and enforce the same

Service

• Foster Raffles values; Excellence, Respect, Integrity, Caring
• Internalize Raffles brand personality; Charming, Graceful, Thoughtful, Welcoming
• Go extra mile to make sure every guest needs are not just met, but exceeded
• Assist and support team members and other departments in order to ensure a smooth operation
• Create relationship with employees that is based on open and sincere communication which leads to building long lasting trustful relationships
• Never fail the Top 5 Service Excellence:
  • Look at me
  • Smile at me
  • Talk to me
  • Listen to me
  • Thank me

Operations

• Answer and direct phone calls
• Responsible for all pre-arrival communication of all guests through email and phone call, 7 days prior and 5 days prior
• Corresponds with guests for any requests or preferences prior to, during and following their stays
• Ensures all reservations are updated accordingly with ETA, preferences and occasions by updating the information on profiles
• Regularly attends department line-ups and meetings to communicate any pertinent information and to assist in any needed activity
• Produce and distribute memos, letters and forms related to department operation
• Attends training sessions, performing related duties and special projects assigned as required
• Manages and exceeds guest expectations
• Handles and reports guest complaints to shift in-charge
• Keeps track of all due out and stay over DND rooms
• Follows up with in-house and long stay guests, delegates to floor butlers and guest relations where necessary
• Ensures that repeat and long stay guests are greeted regularly and the profiles are updated
• Creates VIP alerts highlighting stays of top VVIPs staying at the hotel
• Follows milestone program to highlight memorable stays for guests and proactively arranges all setups
• Updates guest profiles and builds an informative base for returning guests
• Proactively follows up with stock and pending orders where necessary for operational use
• Communicates with private dining on a regular basis to ensure amenities, guest preferences and other such points are taken care of and carried out flawlessly
• Communicates with all other departments to enhance the overall experience for guests
• Practices up-selling of the hotel products and facilities
• Provides all information to the operational team regarding their guests, special occasions and any preferences that need to be followed prior to arrival, in house and departure
• Realizes the multi-cultural nature of guest profiles and provides personalized service accordingly
• Takes regular inventories of all items and informs butler admin supervisor for any fresh stocks required

Values

• Respect - We respect each individual and the environment in which we operate
• Excellence - We make genuine connections, and we cherish every opportunity to make the people around us feel special
• Belonging - We celebrate our differences. We support each other and we always stand together
• Empowerment - We have authority to take initiative and anticipate moments that create unforgettable experiences
• Integrity - We build trust through mutual respect and being authentic

Occupational health and safety responsibilities

• Demonstrate awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines
• Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
• Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
• Initiate action to correct a hazardous situation and notify supervisors of potential dangers
• Log security incidents and accidents in accordance with hotel requirements

Qualifications

• University degree
• Housekeeping, Food and Beverage and/or Guest Relations knowledge
• Knowledge of Opera Property Management System
• At least 2 years of experience in a similar capacity role

Additional information

Personal attributes

• Oral and written fluency in English
• Ability to motivate and lead
• Strong interpersonal skills
• Attention to detail
• Multitasking

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.