Guest Experience Officer – Front Office

About the role

The Guest Experience Officer ensures smooth and efficient operations of the Guest Experience section within the Front Office at Park Hyatt Siem Reap. The role focuses on delivering the Hyatt brand promise, providing exceptional service to guests and internal customers, and maintaining high standards of hospitality.

Key responsibilities

• Greet guests, assist with registrations, and verify arrival/departure details.
• Prepare welcome cards, room keys, and manage strict control of room keys.
• Handle guest and internal customer complaints and inquiries courteously and efficiently.
• Maintain accurate guest history records and pre‑register repeat guests.
• Support the Rooms Division in meeting Guest Satisfaction Survey and Customer Audit targets.
• Report and manage Lost & Found items.
• Coordinate luggage handling, transportation, and special service requests.
• Ensure compliance with hotel, company, and local financial and licensing policies.
• Assist with Royal Family visit protocols and adhere to brand standards.

Required profile

• Demonstrates Hyatt values, brand standards, and a commitment to exceptional guest service.
• Familiar with hotel products, services, and policies.
• Strong interpersonal skills to maintain positive guest and colleague interactions.
• Attention to detail in verifying service quality during check‑in and check‑out.
• Ability to work collaboratively with Front Office team members.
• Adherence to hotel rules, health, safety, and hygiene regulations.

Required skills