Guest Experience Expert 賓客體驗專家

Purpose of Role

Responsible for executing Welcome Experience in the daily operation of Welcome Office (Including Welcome Desk, Whatever Whenever, and Concierge). Providing WOW service to guests throughout all communication channels and collaborate with respected departments to ensure guest satisfaction. Utilize OPERA, Infrasys, Go Concierge, and GXP System to improve the scope of services in spirit of Whatever Whenever promise. 

Responsibly Description 

General

• Interact with, and constantly create unique experiences for our guests during all encounters. 
• Accurately follow all Welcome Desk / Whatever Whenever / Concierge HIDs. 
• Be proficient in OPERA, Go Concierge, GXP, Infrasys, Visionline and be able to log requests into the GXP System.
• Keep the Welcome Office environment in good order of repair and cleanliness.
• Excellent knowledge and ability to answer questions about hotel facilities, meeting rooms, or events held in these venue.
• Demonstrated comprehensive understanding of W service foundation, Whatever Whenever Pro, Whatever Whenever Pro+. Demonstrating the spirit of Insider to be able connect with the World of Wow.
• Handling minor guest complain with Practical Service Recovery skills. 
• Empowered service and experience building to go above and beyond with WOW factors. 
• Follow all company policies and procedures and is in accordance with local law.

Welcome Desk

• Correctly update guest profiles and preferences and ensure that any previous preferences are being recapped to, and recognised with guests. 
• Be fully aware of all aspects of the Loyalty Program.
• Able to manage guest experience by demonstrating Welcome / Farewell flow and able to lead by example, leave the best possible impression toward to the guest.
• Obtain assigned bank and ensure accuracy of contracted monies, obtaining change required for expected business level, and keeping bank secure at all times.
• Follow property control audit standards and cash handling procedures (e.g., blind drops).
• Count bank at end of shift, complete designated cashier reports, resolve any discrepancies, drop off receipts, and secure bank.
• Resolve any cash overages or shortages as requested by Accounting.
• Process all payment methods in accordance with Accounting procedures and policies.
• Transport bank to/from assigned workstation, following security procedures.
• Set up and organize cashier workstation with designated supplies, forms, and resource materials; and maintain cleanliness of workstation at all times.

Concierge

• Answer questions regarding and/or making arrangements for dining, entertainment sports events, recreation, tours, health and beauty services, child care, transportation, religious worship, cultural activities, shopping, floral services, and any other services/events. 
• Liaise with the Airport Team, Welcome Ambassadors, W Insider, and Welcome Desk Manager to ensure a unique W Taipei Welcome for guests who booked transportation.
• Be prepared for and able to deliver Whatever/Whenever requests.
• Be able to handle newspaper request and be aware of the list of available newspapers.
• Proactively provide Luggage and Door assistance, leading and monitoring the team delivering Welcome / Farewell experience.

Whatever/Whenever

• Keep accurate records of all arrangements/note any special preferences in GXP the guest may have. 
• Frequently Answer incoming and assist with outgoing calls, efficiently and confidently using the PBX system. 
• Follow Telephone Manners that are On Brand and accurately transfer any incoming calls.
• Log guest preferences / requests / complaints using the GXP.
• Be prepared for any emergency situations that may arise including bomb threats and if an emergency situation occurs, remain calm and handle it following W Taipei HIDs.