Guest Experience Expert (225-726)

The Guest Experience Expert plays a pivotal role in ensuring that every guest has an exceptional and memorable experience from the moment they arrive until they depart. This position is tailored for individuals who are passionate about customer service and are keen on maintaining high standards of guest engagement and satisfaction. As a Guest Experience Expert, you will be responsible for understanding guest preferences, addressing their concerns, and preemptively identifying opportunities to enhance their overall experience. You will act as a bridge between the guest and the services offered, ensuring that all interactions resonate with warmth, efficiency, and professionalism. A guest’s perception of their stay often depends on their interaction with the staff, and as a result, your role will be crucial in shaping these perceptions positively. This role requires excellent communication skills, attention to detail, and a knack for problem-solving, making it perfect for those who thrive on making others happy.

Responsibilities

• Greet and welcome guests warmly, ensuring a memorable first impression.
• Anticipate guest needs and facilitate requests to ensure their satisfaction.
• Maintain up-to-date knowledge of service offerings to address inquiries accurately.
• Collect and analyze guest feedback to continuously improve service quality.
• Assist in coordinating guest services such as reservations, room assignments, and amenities.
• Resolve any guest issues promptly, ensuring a positive resolution and experience.
• Work closely with other departments to ensure seamless service delivery.
• Follow up with guests to ensure their experience meets the company's standards.
• Develop strong relationships with guests to encourage repeat visits and loyalty.
• Provide assistance during check-in and check-out processes, ensuring efficiency.
• Identify opportunities to upsell additional services and enhance the guest experience.
• Stay informed about local events and attractions to provide accurate guest recommendations.

Requirements

• High school diploma or equivalent; hospitality-related qualification preferred.
• Previous experience in a similar customer service or hospitality role essential.
• Excellent communication and interpersonal skills required.
• Strong problem-solving abilities and attention to detail necessary.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Proficiency in using hospitality or customer service management software preferred.
• Possess a professional, friendly attitude with a strong customer service focus.