Guest Experience Agent

Responsibilities

Checks in guest in an efficient and friendly manner, using guest name whenever possible. Issues correct keys to the guest.

Checks out guest at end of stay.

Assures that guest is assigned type of room requested and the correct rate is charged.

Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible;

resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.

Accepts reservations, changes and cancellations in the absence of Reservations Department Staff. Can answer guest calls and direct them appropriately in the absence of a Communications Operator.

Assists with responsibilities in the areas of the Concierge, Hotel Ambassadors Bell Staff, Guest Relations, and lobby coverage.