Guest Experience Ambassador

Role Overview

The Guest Experience Ambassador serves as the key representative of The Fullerton Hotels and Resorts brand, committed to delivering personalized, top-tier service to VIP guests. This position demands anticipating guest needs, fostering emotional connections, and exemplifying high standards consistent with The Fullerton's brand ethos.

Key Responsibilities

• Maintain Forbes 5-Star service standards in all guest interactions.
• Collaborate closely with the Guest Recognition Team to welcome VIPs daily and ensure they have access to support throughout their stay.
• Create meaningful and memorable engagements while present in lobby areas, restaurants, and other public spaces.
• Gather guest feedback actively during lobby presence and public interactions to gauge satisfaction and identify opportunities for additional business through emotional connections.
• Inspect accommodations, venues, amenities, and welcome materials, especially for VIPs and first-time guests, personally greeting them during arrivals and departures to encourage future loyalty.
• Ensure all guest touchpoints and public-facing areas uphold luxury Forbes standards.
• Coordinate with relevant departments to address emerging guest needs and feedback collected from social media, comment cards, online surveys, and other channels, promoting proactive and genuine guest engagement.
• Implement and sustain a personalized guest stay program, including pre-arrival care, to guarantee impeccable service across the entire property.
• Liaise effectively with housekeeping, front office, food & beverage, and other teams to relay and fulfill guest requests promptly.
• Perform any additional responsibilities as assigned to support overall service quality.

Qualifications and Experience

• Diploma or degree in Hospitality, Tourism, or a related discipline is preferred.
• Experience working within luxury hotels or delivering high-end customer service is essential.
• Familiarity with Forbes standards is highly advantageous.
• Multilingual capabilities are often preferred to better serve diverse clientele.

Reporting Structure

This role reports directly to the Director of Service Quality.