Guest Experience Host

• To assist in sending pre-arrival emails to all guests for Banyan Tree Kuala Lumpur and VIP’s of Pavilion Hotel Managed by Kuala Lumpur obtaining pre-arrival information, possible preferences and transportation arrangements where required. • To maintain an up to date file and information on tours, sightseeing and points of general interest and assist guests (with concierge/bell team) to make necessary bookings when required. • Assist with the ordering of amenities based on guests’ preferences and ensure accurate delivery to guest rooms. • Walk around breakfast venues, meeting guests face to face asking them about their stay and whether there are any issues we can assist with or possibly upsell areas of the hotel. • Conducts regular inspections of the main lobby and public toilets as well as public areas, ensuring a high standard of cleanliness, hygiene, repair and maintenance and takes appropriate action where necessary. • Assist in sending personalized post departure e-mails to all guests inviting them to come back while also informing them of any upcoming specials we may have in the hotel. • Being a lobby ambassador when required, assisting with check-ins, check-outs and all-around busy times of the day. • To create an experience book (PDF form) which includes all information of available guest activities, dining, transportation, Spa options which they can do during their stay. To be in touch with all departments getting up to date information and ensuring bookings can be made easily. • Take and forward messages accurately and in a timely manner / convey information and messages to appropriate personnel in a timely and efficient manner. • Updates profiles of guests in PMS system with care / demonstrates comprehensive knowledge of Front Office procedures and the PMS system. • To upsell all F&B, Tours, Spa and Gallery facilities.