The candidate will act as the Ambassador and Representative of the Brand. Responsible to drive personalized services, coordinate and seamlessly organize high standards of guest services for VIP guests, serving as role model, anticipating guests’ needs creating emotional connections and actively working to uphold The Fullerton’s brand standards at the highest level.

Responsible to contribute to hotel’s quality improvement programs to meet the hotel’s vision, mission, and service quality standards. 

Address consistency, Guest Experiences, Forbes Standards, AMEX FHR, Preferred Hotels & Resorts loyalty program in achieving excellent service quality in all areas.

The role reports directly to the Director of Service Quality.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Uphold Forbes 5-Star standards in all guest interactions

Work closely with the Guest Recognition Team to meet and greet daily VIPs and to establish contact for VIPs to reach out for any assistance required during the stay.

Build rapport and create meaningful, memorable interactions when floating around lobby, restaurants outlets and public spaces.

Seek feedback while walking through public areas and doing lobby presence, taking the opportunity to measure guest satisfaction and where the business is coming from, with the aim to uncover opportunities for additional businesses through emotion connections built.

Inspects accommodations, venues, amenities, welcome notes/ cards for VIPs and randomly for first time guests, meeting and greeting them on arrival and departure, on behalf of the management, aiming to foster ties for future returning business.

Ensure all guest-facing areas and touchpoints meet luxury Forbes standards

Coordinates actions to address trends in guest needs and feedback collected via social media, comment cards, online post stay surveys and any other feedback channel, ensuring the teams proactively and genuinely welcome feedback during their stay through channels such as courtesy calls, as well as check-out.

Ensures a consistent high standard of personalized guest stay program is in place, including pre-arrival care programs to ensure an immaculate product is offered to customers across all areas of the entire precinct.

Liaise with housekeeping, front office, F&B, and other departments, ensuring guest requests are communicated and executed efficiently.

To undertake any other tasks that may be assigned from time to time.

EDUCATION and/or EXPERIENCE

Diploma or degree in Hospitality, Tourism, or related field (preferred)

Prior experience in luxury hotels or high-end customer service

Knowledge of Forbes standards is a strong advantage

Multilingual ability is often preferred