Guest Experience Expert (225-1009)

As a Guest Experience Expert, you are the face and voice of our hospitality service, ensuring that each guest’s experience is both memorable and exceptional. Your mission is to anticipate and exceed expectations by delivering high-quality service and support throughout the guest journey. You thrive in environments where you interact with people from diverse backgrounds and cultures, and you have a keen eye for details that enhance guests' satisfaction. Every day brings new opportunities to create meaningful connections with guests, whether responding to their inquiries, addressing their needs, or resolving any issues they may encounter. You are a proactive communicator, skilled in managing both face-to-face interactions and digital communications. Your enthusiasm and warmth are infectious, and your strong problem-solving skills ensure you can handle any situation with professionalism and grace.

Responsibilities

• Ensure a seamless guest experience by anticipating and addressing all guest needs.
• Welcome guests warmly and provide comprehensive check-in and check-out services.
• Maintain a thorough knowledge of the hotel's products, services, and special promotions.
• Handle guest inquiries and resolve any issues promptly with effective solutions.
• Collect guest feedback to improve service quality and guest satisfaction continually.
• Work collaboratively with team members to ensure consistent service delivery.
• Manage guest reservations and bookings, coordinating with relevant departments as necessary.
• Provide guests with information regarding local attractions and activities.
• Implement and uphold all company standards and policies in guest interactions.
• Communicate guest preferences and requests to appropriate departments efficiently.
• Ensure the front office area remains organized, clean, and welcoming at all times.
• Participate actively in training sessions and remain updated on industry trends.

Requirements

• High school diploma or equivalent; additional hospitality training preferred.
• Previous experience in a customer service or hospitality role is essential.
• Excellent communication skills, both verbal and written, are required.
• Ability to multitask while maintaining a positive and helpful demeanor.
• Proficient with basic computer programs and hotel management software.
• Strong problem-solving skills and the ability to think quickly on your feet.
• Flexible schedule including availability to work evenings, weekends, and holidays.