Guest Experience Maker – Chinese Speaker

• Promote SO/ Honors ensuring members receive personalized recognition and benefits.

• Handle guest complaints promptly ensure effective service recovery and follow up to confirm satisfaction keeping the GEM Supervisor informed.

• Respond to all guest requests and enquiries efficiently providing accurate information and directing them to the appropriate departments.

• Manage all guest communications (telephone email messages) professionally courteously and confidentially.

• Maintain up-to-date knowledge of resort facilities services and local attractions.

• Be proactive and guest-focused assisting with all reasonable requests especially during peak periods.

• Adhere to SO/ Maldives and brand service standards ensuring consistency across operations.

• Operate Resort systems including telephone FCS OnQ PMS and Micros efficiently.

• Work collaboratively with Housekeeping Engineering F&B and Kitchen teams to ensure seamless guest experiences.

• Ensure effective shift handovers briefings and daily operational follow-ups.

• Maintain guest profiles and histories to support personalized service for returning guests.

• Participate actively in Front Office operations and departmental meetings.

• Support departmental planning resource allocation cost control and performance reviews.

• Promote a culture where everyone sells while maintaining service quality.

• Ensure compliance with Health & Safety standards and maintain professional grooming in line with SO/ and Ennismore standards.

• Carry out any other reasonable duties as assigned by the GEM Supervisor

Qualifications :

• Fluent in Mandarin Chinese and English (spoken and written); knowledge of additional languages is an advantage.

• Minimum 2 years of experience in a similar role preferably within a luxury hotel or resort environment.

• Strong understanding of Chinese guest preferences cultural etiquette and service expectations.

• Excellent communication and interpersonal skills with a warm professional and guest-focused approach.

• Ability to handle guest requests concerns and complaints efficiently and with discretion.

• Strong problem-solving skills and the ability to remain calm under pressure.

• Maintain a well-groomed confident and professional appearance at all times.

• Proficient in Opera PMS or similar hotel systems.

• Team-oriented proactive and able to take initiative in delivering exceptional guest experiences

Additional Information :

• Lots of opportunity to progress and switch it up as part of a global family of brands.
• Great healthcare competitive salary and some nice extra perks across the Ennismore family of brands!
• Learning opportunities to broaden your skillset and development that helps you think make and thrive at work.
• An annual diversity and inclusion calendar of events creating opportunities for you to learn celebrate and make a positive impact.
• The opportunity to be yourself and collaborate with other bright minds in a relaxed innovative culture.

Remote Work :

No

Employment Type :

Full-time