Resort Experience Executive (Chinese and Vietnamese)
Salary not disclosedPosted 1 day ago
Closes in 30 days
About the company
Sheraton Fiji Golf & Beach Resort is part of Sheraton Hotels & Resorts, a brand within the Marriott International portfolio. The resort operates on Denarau and is part of a global hotel network spanning more than 400 communities worldwide. It offers staff discounts across Marriott International properties and internationally recognized training programs for its associates.
About the role
The Resort Experience Executive (Chinese & Vietnamese Speaking) curates personalized stay experiences, focusing heavily on the pre-arrival stage of the guest journey. This role serves as the primary host and ambassador for Chinese- and Vietnamese-speaking guests, anticipating their needs, managing VIP arrival preparation, resolving inquiries, and sharing local highlights. The Executive also assists the Director of Resort Experience in leading and managing the Resort Experience team daily, including creating rosters and helping develop SOPs. Guest relations duties include actively listening to and resolving guest concerns using brand-specific service processes, engaging guests in conversation about their stay and local attractions, and providing genuine, personalized farewells. The role also involves clear communication with guests and coworkers, proper telephone etiquette, and coordinating with other departments such as Bell, Front Desk, Housekeeping, Engineering, and Security to resolve guest requests.
Key responsibilities
- Actively listen and respond to guest questions, concerns, and requests using brand-specific processes to resolve issues and build trust
- Anticipate guests' service needs, including during the pre-arrival process, and act on their preferences
- Assist other employees to ensure proper coverage and prompt guest service
- Engage guests in conversation about their stay, property services, and area attractions during the pre-arrival process
- Stay up to date on the local area to provide specific recommendations and build excitement for guests
- Assist the Director of Resort Experience in leading and managing the Resort Experience team daily, including creating rosters and developing SOPs
- Provide assistance to coworkers to ensure they understand their tasks, and use clear, professional language with guests and colleagues
- Contact the appropriate individual or department to resolve guest calls, requests, or problems
About the successful candidate
- Diploma or certificate in Hospitality Management, Tourism, Business Administration, or a related field (Bachelor's degree preferred)
- Training or certification in customer service, leadership, or front office operations is an advantage
- Knowledge of hotel reservation systems/PMS (e.g., Opera) and basic office software
- Relevant experience in a similar supervisory role
- Strong communication, problem-solving, and guest-service skills
- Fluent in Chinese, Vietnamese, and English
- Self-motivated, driven, and energized in a fast-paced environment
- Eligible for individuals with working rights in Fiji