Guest Experience Expert 23J25

The Guest Experience Expert is a vital role within our hospitality team, dedicated to ensuring every guest receives exceptional service and a memorable experience during their stay. In this position, you will act as the first point of contact for guests, addressing their inquiries, resolving issues, and consistently exceeding their expectations. You will be responsible for fostering a welcoming environment, anticipating guest needs, and delivering personalized service. Your role as a Guest Experience Expert will include coordinating with various departments, ensuring guest satisfaction, and providing insights for continuous improvement. The ideal candidate will possess outstanding communication skills, a cheerful demeanor, and a proactive approach to problem-solving. Join us in creating unforgettable experiences for our guests and take part in a dynamic and rewarding hospitality career.

Responsibilities

• Greet all guests with a warm and welcoming attitude upon arrival.
• Respond promptly to guest inquiries and address their needs efficiently.
• Coordinate with front desk and housekeeping for seamless guest check-ins.
• Anticipate guest needs by observing and understanding their preferences.
• Resolve guest complaints promptly and with a positive resolution focus.
• Provide guests with information about hotel amenities and services.
• Maintain a clean, organized, and inviting front desk environment.
• Actively engage with guests to cultivate a personalized experience.
• Collaborate with management to develop and implement service improvements.
• Keep records of guest interactions and manage feedback for evaluation.
• Assist in training new staff members on guest service protocols.
• Handle payment transactions accurately and efficiently during check-outs.

Requirements

• High school diploma or equivalent; hospitality degree preferred.
• Proven experience in a front-facing customer service role.
• Outstanding verbal and written communication skills required.
• Ability to multitask and work effectively under pressure situations.
• Excellent problem-solving skills and keen attention to detail.
• Proficiency in using reservation software and office applications.
• Ability to work flexible hours, including weekends and holidays.