Guest Experience Agent

About the Role

Organization: The Standard, Bangkok Mahanakhon. A premier point of contact for all hotel guests providing exceptional local and on-property knowledge to deliver seamless, memorable and outstanding service.

Responsibilities

• Welcome and greet guests immediately with a friendly and sincere welcome, provide property tours and share knowledge of the brand.
• Review arrivals and departures, research guest information, update guest profiles and reach out to arrivals; be familiar with guests’ names and faces.
• Identify and anticipate guests’ needs to ensure personalized service and create thoughtful gestures to make memorable moments.
• Prepare requests for amenities and update traces in Opera; perform check-in, check-out and key cutting procedures using Opera when needed.
• 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 handling guest complaints: listen, assist, find solutions, pass on and document complaints.
• Answer telephone calls and emails promptly and courteously; respond to inquiries about outlet hours, local directions, tours, transfers, babysitting and other guest needs.
• Develop and maintain thorough knowledge of the local area and a network with local venues and vendors.
• Walk public areas, actively approach guests and ensure guests are having a great experience; regularly inspect and clear hotel entrance and lobby surroundings of litter and debris.
• Remain calm and alert during emergency situations and periods of heavy hotel activity.

Qualifications

• Comfortable with long periods of standing and moving about public areas; continuous contact with guests.
• Ability to listen effectively, read, comprehend and carry out instructions according to procedures.
• Organizational skills: work efficiently, multitask and prioritize tasks.
• Adherence to uniform, grooming and personal hygiene standards per SOPs.
• Punctuality and attendance at mandatory meetings as scheduled.