Brand Experience Ambassador

2 months ago

ภเกต, Thailand Anantara Vacation Club Full time

**Company Description**
A unique ownership product offering the opportunity for five-star holidays in choice destinations. The vacation lifestyle is yours to explore with Anantara and affiliated destinations, from one exotic locale to the next, for your family today and generations to come.

The Brand Experience Ambassador will be responsible for ensuring an exceptional guest experience by overseeing all aspects of guest services and interactions.

The primary focus of the role will be on attention to detail, delivering exceptional customer service, and maintaining a guest-centric approach. The Brand Experience Ambassador will need to be highly motivated and detail-oriented individual based at our flagship property in Mai Khao, Phuket, work closely with the team to promote and represent our company and its products or services.

Additional responsibilities may be included as per business needs including but not limited to support of key events and themes as well as owner nights, ensuring a positive brand image and effective communication with our target audience.

**Key Responsibilities**:
**1. Guest Service Excellence**
1.1 Follow and focus on strategies to enhance the overall guest experience and satisfaction for our Points Owners and other guests staying at Anantara Vacation Club and Minor Brand resorts with a focus on AVC Mai Khao.
1.2 Always ensuring a guest-centric approach, with a focus on “anticipating and servicing”.
1.3 Report to the team leader the guest feedback and seek actions to address any concerns or issues promptly and effectively.
1.4 Proactively anticipate and respond to guest needs and requests to ensure a seamless, enjoyable, and memorable stays that result in positive posts.

**2. Operational Efficiency**
2.1 Collaborate with other departments, such as front office, housekeeping, maintenance, F&B, sales and marketing to ensure a smooth and efficient operations.
2.2 Implement and maintain standard operating procedures for guest service functions, ensuring consistency and adherence to quality standards.
2.3 Assist with the reservation process, room assignments, and check-in/check-out procedures for Points Owners of all tiers to optimize satisfaction, recognition, and to minimize wait times.
2.4 Ensuring that any concerns or buyer’s remorse indications by new Points Owners during cooling off on site is handled and guided to the appropriate Vacation Consultant and manager to help consolidate the sale.

**3. Attention to Detail**
3.1 Ensure all Owners and guest requests and preferences are accurately recorded and fulfilled.
3.2 Regularly keep an eye on guest rooms, public areas, and amenities to ensure cleanliness, functionality, and adherence to brand standards and report to the appropriate department heads to action.

**4. Relationship Management**
4.1 Build and maintain strong relationships with Points Owners and guests, ensuring personalized service and a memorable experience throughout their stay.
4.3 Act as a liaison between guests and other departments, ensuring effective communication and timely resolution of guest concerns.
4.4 Special focus and attention on the experience and relationship for minivac and referral minivacs to ensure the overall experience reflects their value to the business as customers that results in more propensity to purchase and higher sales performance.
**Qualifications**
- Must be fluent in English and Mandarin languages
- Strong interpersonal and communication skills to effectively interact with guests, team members, and other stakeholders
- Excellent problem-solving and decision-making abilities to handle guest concerns and resolve issues promptly
- Flexibility to work evenings, weekends, and holidays as required by the business
- Ensure a high level of internal and external customer satisfaction
- Bachelor’s degree in hospitality management or a related field (preferred) OR equivalent work experience in a guest service or customer service role
- Proven experience in a guest service or supervisory role within the hospitality industry
- No documented record of serious misconduct, misrepresentation, or breaching of sales and/or company policies

LI-AC1

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