Guest Experience Executive (Thai - English - Mandarin Speaking)

Company Description

A unique ownership product offering the opportunity for five-star holidays in choice destinations. The vacation lifestyle is yours to explore with Anantara and affiliated destinations, from one exotic locale to the next, for your family today and generations to come.

About the Role

The Guest Experience Executive is responsible for managing guest communications, including sending confirmation emails, collecting flight details, and ensuring smooth coordination between guests and internal departments. The role is also responsible for reviewing all bookings submitted by agents to ensure they are accurate, compliant with company policies, and properly prepared prior to guest arrival.

Responsibilities

• Review all submitted bookings from agents to ensure compliance with company policies, pricing guidelines and incentive structures.
• Verify correct room type, package details, and pricing are applied and ensure all booking information is complete and accurately recorded in the system.
• Identify and flag any suspicious, incomplete, or potentially fake bookings and coordinate with relevant teams to correct discrepancies.
• Send confirmation emails to guests within 48 hours after booking completion and ensure details are accurate and include necessary pre-arrival information.
• Maintain professional and timely communication with guests throughout the pre-arrival process, including calling and sending reminders.
• Contact guests to collect flight details, confirm flight information, and communicate with departments to arrange transfers or other services, including providing airport meeting point instructions.
• Monitor and report irregular booking patterns or potential misuse of promotions or terms & conditions.
• Support management with booking audits, reporting, and booking verification when required.

Qualifications

• Strong organizational and multitasking skills with excellent attention to detail.
• Thai, English and Mandarin speaking.
• Excellent written and verbal communication skills in English; additional languages are an advantage.
• Proficiency in using email systems and Salesforce or similar CRM platforms.
• Previous experience in customer service, travel, hospitality, or reservation coordination is preferred.
• Strong problem-solving skills with the ability to handle guest concerns and escalate issues when necessary.
• Ability to work independently while maintaining effective coordination with internal teams.