Guest Experience Specialist

Company Description Overlooking the scenic South China Sea, an hour away by ferry from Singapore, Mövenpick Resort & Spa Bintan Lagoon will introduce Swiss-inspired hospitality to Bintan in celebration of Mövenpick's rich culinary legacy. The resort is set to be the new beach getaway destination for all generations with standout facilities, including 420 rooms & suites, two golf course, three lagoon swimming pools, unique restaurant concepts, a two-storey beach club, spacious event spaces. Wellness will also be an integral part of the resort experience, with a vast wellness and recreation village that will feature a gym, a spa, and Kid Club. Job Description Key Responsibilities Report on time for duty and maintain impeccable personal grooming and uniform standards at all times. Welcome and escort guests, especially VIPs, upon arrival and departure according to their VIP level. Ensure all VIP arrivals are properly prepared, including room allocation, amenities, transportation, and special requests. Conduct pre-arrival inspections of VIP rooms to ensure cleanliness, maintenance, and amenity standards are met. Identify and coordinate special occasions (birthdays, honeymooners, anniversaries) and arrange appropriate amenities with personalized messages. Maintain an active presence in the lobby, engaging with guests, collecting feedback, and providing assistance as needed. Follow up on long-stay guest requests through courtesy calls and personalized services. Monitor lobby conditions (cleanliness, lighting, brochures, ambiance) and take immediate corrective action when required. Coordinate closely with all departments to ensure seamless and consistent guest service delivery. Promote hotel services and support upselling initiatives, including loyalty program memberships. Ensure proper handover and communication through the logbook between shifts. Comply with hotel policies, safety procedures, and emergency protocols at all times.