Guest Experience Expert 28N25

As a Guest Experience Expert, you will play a pivotal role in ensuring exceptional service and satisfaction for our guests. Your primary responsibility will be to create a welcoming and engaging environment, turning every guest interaction into a memorable experience. You will be the face of the organization, embodying our values and passion for hospitality. Your engaging personality, attention to detail, and commitment to excellence will ensure guests feel valued and appreciated at every stage of their visit. The ideal candidate is enthusiastic about making a positive impact, has a keen understanding of customer service principles, and thrives in a fast-paced environment.

Responsibilities

• Greet guests with warmth and hospitality, creating a welcoming atmosphere.
• Promptly respond to guest inquiries via phone, email, or in-person interactions.
• Resolve guest complaints efficiently, ensuring satisfaction and loyalty.
• Coordinate with other departments to fulfill special guest requests and needs.
• Ensure the service areas are clean, tidy, and well-stocked at all times.
• Provide guests with information about facilities, services, and local attractions.
• Conduct regular assessments of guest feedback to improve service delivery.
• Maintain accurate records of guest preferences and special occasions.
• Assist in training new team members on guest experience best practices.
• Innovate and implement strategies to enhance overall guest satisfaction.
• Monitor and respond to online reviews to maintain a positive online presence.
• Proactively anticipate guest needs to enhance their overall experience.

Requirements

• High school diploma or equivalent; bachelor’s degree preferred in hospitality.
• Minimum of 2 years experience in a guest-facing or hospitality role.
• Strong interpersonal skills, with a knack for problem-solving and communication.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Familiarity with hospitality management software and communication systems.
• Demonstrated ability to manage multiple tasks in a fast-paced environment.
• Proficient in managing feedback, with a focus on continuous improvement.