Guest Experience Executive (Security)

We are seeking a committed and service-oriented Guest Experience Executive to join our hospitality team. This role has been thoughtfully redesigned to integrate security operations with selected concierge and call centre responsibilities, play a pivotal role in ensuring the safety, comfort, and satisfaction of hotel guests through proactive engagement, vigilant security monitoring, and professional call handling. This is a multi-functional role best suited for individuals with strong situational awareness, service excellence, and the ability to respond effectively to both guest needs and security-related matters. Responsibilities: 1. Guest Experience & Concierge Services Deliver warm, professional, and personalized service throughout the guest journey—from arrival to departure. Handle VIP guest arrangements and ensure special requests are fulfilled accurately. Provide recommendations for local attractions, dining, transportation, and guest services. Oversee hotel driveway and lobby area to ensure a clean, welcoming, and organized environment. Coordinate logistics such as airport transfers, limousine bookings, and car park assistance. Work closely with third-party service providers (e.g. restaurants, transport operators) to enhance guest satisfaction. Supervise and support the Concierge/Bell team in their daily tasks and guest interactions. Plan duty rosters based on operational needs and manage leave scheduling effectively. 2. Security & Safety Conduct routine patrols of hotel premises and report any suspicious activity or safety hazards. Enforce safety protocols, conduct bag checks, and assist in managing access control points (e.g. staff entrances, contractor access). Respond to emergencies, support the Emergency Response Team (ERT), and provide first aid when needed. Assist in managing lift and traffic control during peak hours and special events. Support People & Culture team with locker inspections and incident reporting procedures. 3. Call Centre & Guest Communication Handle inbound calls, internal communication, and guest requests using hotel systems (e.g., Avaya One-X, DuVoice). Manage wake-up calls, do-not-disturb requests, and general phone services professionally. Use hotel software platforms (e.g., Infrasys, TableCheck, Bartech) to manage room service orders, minibar status, and restaurant reservations. Maintain accurate e-logs of guest communications, complaints, and follow-ups. Escalate and resolve guest issues or service recovery cases in a tactful and timely manner. Monitor call quality standards (e.g. response time, call abandonment rate) and provide feedback to improve service delivery.