Guest Experience Assistant
Hereat theMiddle House, we don't do ordinary things. We thrive on the different and theexciting, and yes perhaps a little quirky and without doubt, fun.
With a dynamic culture and an open door for your feedback, you'renot just filling a role — you're owning it. We provide the training and thefreedom for you to flourish, with leaders who support and encourage you. Thedifference is you. Everyday is a fresh page in our collective story.
Ready to join us at the Middle House?
The Middle House is an ode to modern-day Shanghai in the middle ofhistoric Dazhongli. Designed by Italian architect Piero Lissoni using a mixtureof Chinese materials like porcelain, ceramic, bamboo and lacquered textures,our House combines an impeccable sense of style with an eclectic art collectionand a flair for dramatic entrances.
Job Overview
Asa Guest Experience Assistant, you’ll work as a team to handle all aspects ofthe guest experience functions to achieve the highest possible guestsatisfaction, overseeing each guest’s arrival and departure experience, handleall billing related service and assisting with any guest inquiries.
Key Responsibilities
Welcome to the core of what being a GuestExperience Assistant is all about!
Here's the quick lowdown on what you'll do day-to-day:
- Ensures maximum guest satisfaction through personal
recognition and prompt cordial attention from arrival to departure.
- Registers and escorts all arrivals according to
established procedures.
- Liaises with other departments and necessary outside
contracts to ensure excellent service delivery.
- Ensures personalised service to all guests. Is visible
in the hotel public areas and approaches guests proactively and offers
service.
- Ensures all data is entered completely into the hotel
systems in accordance with each reservation.
- Maintains cashier float and ensures accurate daily report
of all money received.
- Cashes hotel guest’s traveller’s checks and assists
with currency exchange.
- Keeps abreast of all modifications to accounting policies
and procedures.
- Attends to guest’s complaints, inquiries and requests,
refers problems to Guest Experience Supervisor/ Guest Experience Manager
if he/ she unable to assist.
- Performs the audit balances and prepares all works for
audit in an orderly fashion.
- Checks night reports and prepares the morning report
on night shift.
- Takes personal interest and prides to ensure that the lobby
area is kept clean and in an orderly state at all times.
- Is fully aware of the credit policy.
- Is fully aware of all SOPs and the standards of the guest
experience department.
- Performs related duties and special projects assigned.
- Demonstrates Awareness of OH&S policies
and procedures and ensures all procedures are conducted safely and within
OH&S guidelines.
- Is familiar with property safety, first aid and fire and
emergency procedures and operate equipment safely and sensibly.
- Initiates action to correct a hazardous situation and
notifies supervisors of potential dangers.
- Is responsible for the proper and timely handing of
residents’ requirements, inquiries and complaints. If necessary, promptly
report to superiors.
Requirements
Here's exactly what you need to excel in this role:
The Non-Negotiables (Must-Haves):
- Education: Degree from an accredited university, college or hotel
management school preferable.
- Skills: Effectiveinterpersonal skill. Familiar with computer system and application software,such as Microsoft Office, Property Management System. Fluent in oral &written communication, in both Chinese and English.
- Personality: Goal driven personality. Know your job and continue
your self-development by self-directed learning and participation in
company sponsored training programmes.
The Cherries on Top (Nice-to-Haves):
- Fluent in spoken andwritten language other than Mandarin and English.
- Working experience inrelated fields or luxurious establishments.
- Good understanding onforeign and local cultures, and able to demonstrate ability to connect easilywith any guest.
- Proficient in certaincreative aspect, such as drawing, photoshop, handcrafts… etc. and ability tothink outside of the box.
We've kept it short and sweet – just the essentials you'll need.
What We're Looking For: The Soul Behind the Skillset
Skills are teachable, but your spirit is what truly sets youapart. If you feel a connection with what we stand for, we're eager to meetyou.
-Adaptable Thinkers: You’re not just open to
change; you thrive on it. The dynamic nature of our environment energizes
you.
- Feedback Enthusiasts: You value open communication
and aren’t afraid to give or receive feedback to help us all grow
together.
- Passionate Pioneers: You bring more than skills;
you bring energy and zeal to make a difference every day, connecting with
a team that does the same.
Pause for a second before you hit 'apply.' Do these values alignwith your own? Is this the team you've been wanting to join? If your answer isa clear 'YES,' we're excited to get to know you better.
Benefits
For Every Member of Our Family:
- Weoffer four meals a day at our staff canteen!
- Enjoy complimentaryroom nights at all of our hotels, who doesn't love to travel?
- Enjoy a fun day in a year, which is your day to take care of yourself and stay healthy andhappy!
- Speak up and act onyour ideas. Dare to think differently!
- The hotel isconveniently located near a metro station and public transportation!