Guest Experience Expert

The Guest Experience Expert plays a vital role in ensuring outstanding customer service and seamless guest interactions throughout their stay or visit. This position focuses on delivering personalized experiences, resolving concerns promptly, and anticipating guest needs to exceed expectations. Ideal for those with a hospitality background and a passion for customer care, the role contributes to the brand’s reputation by creating memorable moments for every guest.

Responsibilities:

• Welcome and greet guests warmly and professionally.

• Provide information about services, facilities, and promotions.

• Handle guest inquiries, complaints, and special requests efficiently.

• Ensure all guest feedback is addressed and followed up.

• Coordinate with other departments to fulfill guest needs.

• Maintain an up-to-date knowledge of hotel offerings and events.

• Assist with check-in/check-out and reservation processes.

• Promote loyalty programs and encourage guest enrollment.

• Maintain accurate records of guest preferences and incidents.

• Uphold cleanliness and presentation standards in guest-facing areas.

Requirements:

• Diploma or degree in Hospitality, Tourism, or related field.

• Minimum 2 years of experience in guest services or front office.

• Excellent verbal and written communication skills.

• Strong interpersonal and problem-solving abilities.

• Proficiency in property management systems and MS Office.

• Ability to handle stressful situations calmly and professionally.

• Flexibility to work in shifts, weekends, and holidays.

• Detail-oriented and service-driven.