Guest Experience Expert (225-906)

As a Guest Experience Expert, you will be the front-line ambassador of our brand, responsible for providing an exceptional experience to each of our guests. Your role is pivotal in ensuring that guests have a memorable stay, from the moment they check-in until their departure. You will handle inquiries, resolve issues, and offer innovative solutions to enhance guest satisfaction and loyalty. The ideal candidate will possess impeccable communication skills, a warm, friendly demeanor, and the ability to handle a variety of situations with poise and confidence. Your passion for hospitality and dedication to service excellence will bring you success in this role.

Responsibilities

• Greet guests warmly and professionally upon their arrival at the establishment.
• Provide accurate and detailed information about the facilities and services offered.
• Manage guest check-in and check-out processes efficiently and effectively.
• Handle customer complaints and provide appropriate solutions promptly.
• Coordinate with other departments to fulfill guest requests and needs.
• Ensure a seamless experience by anticipating guest needs and preferences.
• Assist in planning and executing special events or requirements for guests.
• Monitor guest feedback and incorporate changes to enhance service quality.
• Maintain a detailed understanding of the local area to provide recommendations.
• Keep digital and physical records of guest interactions and services provided.
• Train and mentor junior staff to uphold exceptional service standards.
• Perform other duties as assigned to ensure an outstanding guest experience.

Requirements

• Bachelor’s degree in Hospitality Management or related field preferred.
• Minimum of two years of experience in a customer service role.
• Excellent verbal and written communication skills are essential.
• Strong problem-solving abilities with attention to detail and accuracy.
• Proficiency in using property management systems and other hotel software.
• Ability to work flexible hours, including nights, weekends, and holidays.
• Highly developed interpersonal skills to interact positively with guests.