Guest Experience Executive

OVERVIEW OF ROLE

The Guest Experience Executive is responsible for delivering exceptional, personalised service to VIP and long-stay guests, ensuring their needs are anticipated, communicated, and exceeded throughout their stay. This role serves as the primary point of contact for high-value guests and plays a key role in creating memorable first impressions and ongoing guest engagement.

The Guest Experience Executive works closely with Front Office, Housekeeping, and operational departments to ensure seamless coordination of guest preferences and service delivery, with a strong focus on comfort, loyalty, and service excellence.

MAIN DUTIES & RESPONSIBILITIES

The main responsibilities of the Guest Experience Executive are summarised below; however, the list is not exhaustive.

VIP & LONG-STAY GUEST MANAGEMENT

• Serve as the main point of contact for VIP and long-stay guests (14 days or longer).
• Anticipate guest needs and ensure all departments are fully briefed on preferences and requirements.
• Build strong guest relationships to enhance comfort, loyalty, and satisfaction throughout their stay.
• Ensure personalised service delivery aligned with guest expectations and brand standards.

GUEST ENGAGEMENT & FIRST IMPRESSIONS

• Meet, greet, and warmly welcome guests upon arrival in the lobby area.
• Act as the face of the hotel, ensuring positive and lasting first impressions.
• Maintain a visible presence in the lobby and public areas to assist guests proactively.
• Ensure a consistently high level of service is maintained across Reception, Lobby, and Executive Lounge areas.

GUEST FEEDBACK & ISSUE RESOLUTION

• Seek regular verbal feedback from guests and respond promptly to all queries.
• Handle guest complaints with professionalism, empathy, and timely resolution.
• Log, track, and follow up on guest issues to ensure complete resolution and satisfaction.
• Escalate complex issues when necessary while maintaining guest reassurance.

RELATIONSHIP MANAGEMENT & LOYALTY PROGRAMMES

• Maintain strong relationships with repeat and loyal guests to encourage return visits.
• Coordinate with Executive Lounge and Front Office teams to recognise and reward guest loyalty.
• Personalise guest recognition initiatives within approved guidelines and budgets.
• Track guest preferences to enhance future stays and service delivery.

INTERNAL COORDINATION & COMMUNICATION

• Communicate guest preferences and requirements clearly across all hotel departments.
• Ensure smooth coordination between Front Office, Housekeeping, F&B, and other operational teams.
• Attend departmental briefings and contribute updates on VIP and long-stay guests.
• Maintain strong working relationships across all departments to support seamless service delivery.

LOBBY EXPERIENCE & BRAND REPRESENTATION

• Ensure the lobby and reception areas reflect a warm, welcoming, and premium guest experience.
• Contribute ideas for seasonal or thematic lobby enhancements to elevate guest perception.
• Demonstrate creativity in enhancing guest-facing environments and experiences.
• Represent the NoMad brand with professionalism, elegance, and attention to detail.

OPERATIONAL STANDARDS & COMPLIANCE

• Ensure compliance with hotel security, fire safety, and health & safety regulations.
• Follow proper procedures when using property management systems and front office tools.
• Maintain confidentiality and professionalism in handling guest information.
• Support staffing coordination to meet operational demand where required.

EXPECTATIONS

The Guest Experience Executive is expected to:

• Deliver consistently high levels of personalised and attentive guest service.
• Demonstrate strong interpersonal and communication skills.
• Remain calm, professional, and solution-oriented under pressure.
• Anticipate guest needs and act proactively to enhance their experience.
• Maintain strong attention to detail in guest preferences and service execution.
• Work collaboratively across departments to ensure seamless guest journeys.
• Uphold the highest standards of hospitality, professionalism, and brand representation.

QUALIFICATIONS

• Previous experience in guest services, front office, or customer service roles, preferably in hospitality.
• Strong communication and interpersonal skills with a guest-first mindset.
• Ability to handle guest complaints and sensitive situations professionally.
• High level of attention to detail and emotional intelligence.
• Ability to work under pressure in a fast-paced hotel environment.
• Proficiency in hotel property management systems is an advantage.
• Flexible, accountable, and committed to delivering exceptional guest experiences.

Join an Award-Winning Workplace Culture

At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.

Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands, and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.

Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.

Curious about life at Hilton? Explore our Careers Blog to see why we’re more than a great place to stay—we’re a great place to work.