Luxury Guest Experience Coordinator

3 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar Crew Life at Sea Full time
About This Role

Crew Life at Sea is seeking a highly skilled and experienced Luxury Guest Experience Coordinator to join our team. As a key member of our hospitality team, you will be responsible for delivering exceptional seamless guest service experiences and creating memorable personalization at every opportunity.

Key Responsibilities
  • Guest Experience Creation: Passionately and expertly create a 5-star luxury guest experience characterized by flawless efficiency and authentic emotional connection.
  • Guest Request Fulfillment: Take ownership of any guest request which comes your way, seeing it through until completion.
  • Internal Communication: Maximize internal communication networks, adapting to new working methods and supporting all key players to ensure a smooth guest journey.
Additional Responsibilities
  • Itinerary Creation: Devise guest itineraries, making bookings and reservations while providing relevant recommendations to surprise and delight.
  • Front Desk Operations: Confidently undertake all elements of the front desk operation, including arrivals, check-out, and billing.
  • Financial Transactions: Process all financial transactions with accuracy.
  • Room Services: Provide in-room/suite services, butler services, special/VIP room set-ups, amenities deliveries to rooms.
  • Revenue Growth: Drive revenue through upselling and cross-selling.
  • Team Collaboration: Communicate clearly with other teams and through RSM to ensure efficient service for our guests.
  • Guest Delight: Seek opportunities to surprise and delight our guests.
  • Service Standards: Meet all service standards in every guest interaction.
  • Delivery Management: Ensure that deliveries for guests and colleagues are correctly recorded and delivered.
  • Front Hall Coverage: Ensure the front hall is covered at all times and provides a warm welcome for all guests.
  • Community Engagement: Promote and nurture positive relationships in the local area, strengthening our position in the marketplace.
  • Guest Preferences: Pay keen attention to guest preferences and update profiles accordingly.
  • Night Shift Coverage: Cover the night shift, including assistance with preparation of the night audit.
Requirements
  • Experience: 1-3 years of experience in a luxury hospitality environment.
  • Customer Service: Excellent customer service skills.
  • Communication: Excellent communication skills, both spoken and written, with the ability to communicate effectively with people of all levels.
  • Personality: Enthusiastic and positive personality with the ability to build trusting relationships.
  • Problem-Solving: Ability to multi-task and problem-solve in a fast-paced environment.
  • Attention to Detail: Keen eye for detail.
  • Guest Complaint Handling: Previous experience of guest complaint handling and going the extra mile to meet guest needs.
  • Flexibility: Flexibility to work different shifts, including night shifts.
  • PMS Knowledge: Knowledge of OPERA PMS.

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