Guest Experience Executive (Thai - English - Mandarin Speaking)

Job Description

The Guest Experience Executive is responsible for managing guest communications, including sending confirmation emails, collecting flight details, and ensuring smooth coordination between guests and internal departments. The role is also responsible for reviewing all bookings submitted by agents to ensure they are accurate, compliant with company policies, and properly prepared prior to guest arrival.

This position plays an important role in supporting a seamless pre-arrival experience by verifying booking details, coordinating necessary arrangements such as airport transfers, and ensuring guests receive timely reminders and information before their stay. The role requires strong attention to detail, excellent organizational skills, and the ability to handle guest inquiries related to bookings, amendments, or cancellations while escalating issues when necessary.

Key Responsibilities:

. Review all submitted bookings from agents to ensure compliance with company policies and pricing guidelines and incentive structures.

. Verify that the correct room type, package details, and pricing are applied.

. Identify and flag any suspicious, incomplete, or potentially fake bookings.

. Ensure all booking information is complete and accurately recorded in the system.

. Coordinate with relevant teams to correct any booking discrepancies when necessary.

. Send confirmation emails to guests within 48 hours after their booking has been completed.

. Ensure that all details in the confirmation email are accurate and provide any necessary information about the guest's upcoming stay or service.

. Maintain professional and timely communication with guests throughout the pre-arrival process.

. Contact guests to collect their flight details in a timely manner prior to their arrival.

. Confirm flight information and accurately communicate these details to the relevant department to arrange transfers or other services.

. Provide guests with clear instructions regarding airport meeting points and transfer arrangements.

. Call & Send reminders to guests:

. Ensure all bookings meets internal quality and compliance standards.

. Monitor and report any irregular booking patterns or potential misuse of promotions or terms & conditions

. Maintain clear, timely, and professional communication with guests regarding booking updates or changes.

. Provide proactive updates to ensure guests feel informed and reassured before arrival.

. Support management with booking audits, reporting, and booking verification when required.

Qualifications

. Strong organizational and multitasking skills with excellent attention to detail.

. Excellent written and verbal communication skills in English (additional languages are an advantage).

. Proficiency in using email systems and Salesforce or similar CRM platforms.

. Previous experience in customer service, travel, hospitality, or reservation coordination is preferred.

. Strong problem-solving skills with the ability to handle guest concerns and escalate issues when necessary.

. Ability to work independently while maintaining effective coordination with internal teams.

Additional Information

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