Guest Experience Expert (225-719)

The Guest Experience Expert is a dynamic role situated at the crossroads of hospitality and customer service. This position is pivotal in ensuring that guests receive outstanding service from the moment they walk through the doors until they leave. The ideal candidate will have a warm, engaging personality and an unyielding passion for customer satisfaction. You will be responsible for understanding the needs and preferences of guests, anticipating their requirements, and delivering personalized service that elevates their experience. As a Guest Experience Expert, you'll be an ambassador of the brand, embodying its values and promoting a culture of exceptional service. With your keen attention to detail and problem-solving skills, you will address guest inquiries and issues promptly, ensuring each interaction leaves a positive impact.

Responsibilities

• Welcome and engage with guests to create a positive first impression.
• Proactively identify guest needs and tailor services to meet expectations.
• Handle guest inquiries and complaints with empathy and professionalism.
• Collaborate with internal departments to ensure seamless guest experiences.
• Conduct regular feedback sessions to improve and refine guest services.
• Assist in coordinating guest activities, events, and personalized services.
• Ensure all guest interactions are in line with company standards and policies.
• Maintain an updated knowledge of all products and services offered.
• Support the development and implementation of guest loyalty programs.
• Monitor and report on guest satisfaction and operational efficiency metrics.
• Provide training and guidance to junior staff on guest service protocols.
• Implement strategies to enhance overall guest satisfaction and retention.

Requirements

• A bachelor's degree in hospitality, business, or a related field is preferred.
• Previous experience in a guest-facing role within the hospitality industry.
• Excellent interpersonal and communication skills for effective guest interactions.
• Strong organizational skills with an ability to manage multiple tasks simultaneously.
• Ability to remain calm and composed in high-pressure situations and resolve conflicts.
• Solid understanding of guest service principles and practices for an enriched client experience.
• Familiarity with hospitality management systems and customer relationship management software.
• Ability to work flexible hours, including weekends and holidays, as needed.
• A keen eye for detail and creativity in enhancing guest experiences.