Guest Experience Agent

About the Role

A premier point of contact for all hotel guests with an exceptional local and on property knowledge. Delivering seamless, memorable and outstanding service.

Responsibilities

• Welcome and greet guests immediately with a friendly and sincere welcome, provide property tours and share the knowledge of our brand.
• Review arrivals and departures, research guest information and update guest profiles; reach out to arrivals and be familiar with guests’ names and faces.
• Identify and anticipate guests’ needs and ensure personalized service is provided.
• Make memories by creating a series of delightful moments and thoughtful gestures for our guests.
• Prepare requests for amenities and update traces in Opera.
• Promote teamwork and quality service through daily communications and coordination with other departments; review daily event sheet and participate in daily line up.
• Co-responsibility for appropriate treatment of guest complaints: listen, assist, find solutions, pass on and document complaints.
• Complete daily checklists of duties and ensure a detailed hand over is carried out between shifts including special guests and outstanding tasks.
• Answer telephone calls and emails in a prompt and courteous manner.
• Respond to inquiries and provide accurate information about outlet hours, directions, local attractions, book tours, car transfers and babysitting according to individual needs.
• Develop and maintain a strong network with local venues and vendors and have thorough knowledge of the area.
• Walk public areas, actively approach guests and ensure guests are having a great experience.
• Perform check-in and check-out and key cutting procedures using Opera when needed.
• Regularly inspect and clear hotel entrance and lobby surrounding areas of litter and debris.
• Remain calm and alert during emergency situations and heavy hotel activity.

Qualifications

• Long periods of standing.
• Moving about the public areas.
• Continuous contact with guests.
• Understanding: ability to listen effectively, read, comprehend and carry out instructions according to procedures.
• Organizational skills: work efficiently, utilize multi-tasking and prioritize tasks.
• Hygiene and sanitation: adherence to uniform, grooming and personal hygiene standards and expectations per SOPs.
• Punctuality: adherence to schedule, arrival time and attendance at mandatory meetings when scheduled.