Guest Experience Expert (225-622)

The Guest Experience Expert is a pivotal role in ensuring that every visitor or customer receives the highest level of service and leaves with a positive impression of the company. This role involves overseeing all aspects of guest interactions, from initial contact to follow-up, and requires a professional who is attentive, friendly, and efficient. The Guest Experience Expert serves as the first point of contact for guests and is instrumental in handling inquiries, complaints, and requests. A successful candidate will possess excellent communication skills, a keen eye for detail, and the ability to multitask effectively. As a representative of the brand, the Guest Experience Expert plays a critical role in shaping the reputation of the company and ensuring customer loyalty.

Responsibilities

• Greet and welcome guests in a warm and friendly manner.
• Handle guest inquiries and provide accurate and timely responses.
• Resolve guest complaints promptly and with a positive attitude.
• Enhance guest satisfaction by anticipating and addressing needs proactively.
• Maintain detailed records of guest interactions and feedback.
• Collaborate with other departments to ensure seamless service delivery.
• Provide personalized recommendations and information to guests.
• Implement guest feedback to improve service quality continuously.
• Coordinate guest services, including tours, reservations, and special requests.
• Monitor and report on guest experience metrics and trends regularly.
• Ensure all guest-facing areas are welcoming, clean, and orderly.
• Conduct follow-up communications to ensure guest satisfaction after visits.

Requirements

• Bachelor’s degree in Hospitality, Business, or a related field preferred.
• Proven experience in customer service or hospitality management roles.
• Exceptional communication and interpersonal skills are mandatory.
• Strong problem-solving skills with the capacity to handle challenging situations.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Proficiency in using computer systems and customer management software.
• Fluency in additional languages is an advantage but not required.