Client Experience Officer at Elvaridah

Job Summary

• We are looking for a warm, professional, and proactive Client Experience Officer to join our hospitality team.
• In this role, you will be responsible for managing guest interactions from arrival to departure, ensuring an exceptional and personalized experience at every touchpoint.
• You will handle guest inquiries, resolve complaints, coordinate services across departments, and follow up on feedback to continually improve our service standards.
• Your focus will be to create memorable stays that turn first-time guests into loyal customers.

Key Responsibilities

• Welcome guests warmly and ensure smooth check-in and check-out processes.
• Serve as the primary point of contact for guest inquiries, requests, and feedback.
• Handle complaints or concerns efficiently and professionally, ensuring guest satisfaction.
• Coordinate with housekeeping, front desk, F&B, and other departments to fulfill guest needs.
• Monitor guest preferences and maintain guest history records for personalized service.
• Assist with bookings, special packages, and concierge services.
• Conduct post-stay follow-ups to gather feedback and encourage repeat visits.
• Contribute to service improvement initiatives and suggest enhancements to the guest journey.

Requirements

• Bachelor's Degree or Diploma in Hospitality, Tourism, or related field.
• 2 years of experience in a similar customer-facing role within the hotel industry.
• Strong interpersonal and communication skills.
• Ability to manage multiple priorities efficiently.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a guest-first mindset.
• Ability to remain calm and professional under pressure.