Guest Experience Specialist (Mandarin, Korean, Japanese Speaker)

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.

This position serves as the hotel ambassador throughout the entire journey of guest’s stay especially for repeaters, elite members and VIPs. The role focuses largely on guest engagement through creative and dynamic approaches ensuring that the guest experience is memorable and defect free.

Ensuring Exceptional Guest Experiences

• Anticipate guest needs and exceed guest expectations.
• Recognize and appreciate repeat guests, elite members and hotel VIPs.
• Provide services which are prompt, professional and discreet.
• Have a great understanding in terms of product knowledge. Therefore, able to answer guest enquiries confidently.
• Creative and unconventional approach in dealing grievances to ensure that negative experiences are completely turned around.
• Remain available at guest disposal discreetly and proactively.

Core Work Activities

• Present and visible in the lobby, he or she is easily identifiable by guests as the person to whom they should go.
• Handles guests' requests for information and provides answers; puts them in contact with the appropriate people if necessary.
• Provide warm welcome and bid fond farewell to all guest especially the VIPs.
• Develops excellent relationships with guests throughout their stay and resolve any issue occurs.
• Verifies all VIP’s rooms, Online Check in guest rooms, and Suites prior to the guest arrival time with the proper set up according to our standards, i.e. registration card and keys are ready, amenities and welcome card are delivered to the rooms, guest’s preference have been set properly, and liaise with In-Room Dining, Housekeeping and / or Engineering Departments for any necessary tasks to be done.
• Ensure the VIP guests are being met by GRO or Managers, escorted to the designated check in area (Priority Desk or Executive Lounge), explained about the room and hotel facilities also records the sudden requests or comment from them to be followed up immediately.
• Ensures the arrival and departure preparation of VIP guests from Group’s and/ or in-house Events are well arranged.
• Assist in any site inspection arrangement.
• Champion for ‘sparkle’ moments.
• Helps promote the hotel's range of services.
• Drive loyalty program enrollment.
• Drive upsell and cross sell initiatives.
• Respects procedures governing invoicing and cash operations.
• Monitors movements in the hotel lobby with discretion.
• Able to provide concierge services such as babysitting request, courier services, restaurant reservations, transportation arrangements and others.
• Ensure the lobby area is always compliant to the brand standards.
• Well versed in the property management system and other hotel systems to ensure effective running of the club operation.
• Able to carry out emergency response procedures.
• Adhere to all operating standard procedures, hotel policies and brand standards.
• Able to move and lift heavy items up to 20 kg. Standing, sitting or walking for extended periods of time.

• Vocational diploma or degree in hospitality or business management or equivalent.
• Prior experience in international hotel / resort upscale environment.
• Fluent in the Bahasa, a good working level of English and plus additional languages (Mandarin, Korean or Japanese).
• Communicative, engaging and outspoken personality
• Attention to detail and quality
• Well-presented and professionally groomed at all times.
• Value integrity and honesty

In compliance with employment laws in Indonesia, this position is only open to Indonesians.