Guest Experience Agent

Roles and responsibilities

A Guest Experience Agent is a hospitality professional who plays a central role in ensuring guests have a positive, memorable, and seamless experience during their stay at a hotel, resort, or similar establishment. They are responsible for handling guest interactions, providing exceptional customer service, and ensuring that all guest requests and needs are met in a timely and efficient manner. This role often combines aspects of front desk operations, concierge services, and guest relations.

Here are the key skills and responsibilities of a Guest Experience Agent:

1. Guest Interaction and Service

• Greeting and Welcoming Guests: Provide a warm and welcoming atmosphere for guests upon arrival, making sure they feel comfortable and valued from the moment they step into the property.
• Handling Check-Ins and Check-Outs: Facilitate smooth check-in and check-out processes, ensuring that all necessary information is gathered and guests are checked into their rooms efficiently.
• Answering Guest Inquiries: Respond to guest questions, concerns, or requests, whether in person, via phone, email, or through messaging apps, ensuring a high level of service and satisfaction.
• Personalized Service: Offer personalized recommendations for dining, activities, and amenities based on guest preferences, ensuring an unforgettable stay.

2. Problem Resolution

• Addressing Guest Issues: Handle guest complaints or issues with empathy and professionalism, working to resolve any problems swiftly and to the guest's satisfaction.
• Anticipating Needs: Proactively anticipate and address potential guest issues or requests before they become problems, ensuring a smooth and enjoyable experience.
• Maintaining Calm Under Pressure: Stay calm and composed while managing guest issues, particularly during busy times or when dealing with difficult situations.

3. Communication and Coordination

• Effective Communication: Serve as a liaison between guests and various departments (e.g., housekeeping, maintenance, food and beverage), ensuring that guest requests are communicated and fulfilled efficiently.
• Relaying Information: Keep guests informed of hotel policies, amenities, services, or any changes (e.g., restaurant hours, special events), ensuring they are aware of all available options during their stay.
• Collaborating with Other Staff: Work closely with front desk agents, concierge staff, housekeeping, and management to ensure guest requests are met and that services are coordinated smoothly.

4. Guest Feedback and Follow-Up

• Collecting Feedback: Gather guest feedback during and after their stay through surveys, in-person conversations, or digital platforms to understand their experience and identify areas for improvement.
• Handling Surveys: Ensure guests have the opportunity to complete satisfaction surveys and encourage them to share their thoughts about their stay.
• Follow-Up: Follow up with guests to ensure they are satisfied with any resolutions to complaints or requests, demonstrating care and attention to detail.

5. Up-selling and Promoting Services

• Up-selling Amenities: Promote hotel amenities (e.g., spa, restaurant, transportation, excursions) and services to guests, highlighting any special offers or packages.
• Package Promotion: Encourage guests to take advantage of additional services or add-ons, such as upgraded rooms, extended stays, or VIP experiences, while providing detailed information on these services.

Desired candidate profile

• Welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment.
• Checks guest out of the hotel, preparing and explaining the bill.
• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible
• Assists guests in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
• Responds to all guest requests in an accurate and timely manner. Interactions with guest will be in person and by phone;
• Resolves guest complaints, and find opportunities to recognize and personalize the service experience for all guests.
  

What You Bring

• One + years experience working within a luxury hotel or similar environment is considered an asset
• Excellent interpersonal skills and communication skills
• Cross cultural sensitivity, and customer service orientation
• Guest centricity and understanding the importance of guest’s preferences.