Guest Experience Admin 25J25

The Guest Experience Admin is a pivotal role tasked with ensuring that every guest interaction with our company is smooth, efficient, and memorable. As the first point of contact, the Guest Experience Admin is responsible for managing all guest inquiries, providing resolutions to guest issues, and maintaining the highest standard of service excellence. This role requires a keen eye for detail, exceptional organizational skills, and a passion for outstanding customer service. The ideal candidate is someone who thrives in a fast-paced environment, possesses excellent communication skills, and has a proactive approach to problem-solving. As a key representative of our company, the Guest Experience Admin will ensure that every guest interaction amplifies our brand's reputation for excellence and hospitality.

Responsibilities

• Welcome and assist guests with inquiries, providing accurate and helpful information.
• Manage and resolve guest complaints efficiently while adhering to company guidelines.
• Coordinate with various departments to ensure timely and quality service delivery to guests.
• Maintain detailed records of guest interactions and transactions in CRM software.
• Monitor and respond to all emails and telephone inquiries within set timeframes.
• Organize and manage guest itineraries, ensuring all special requests are accommodated.
• Assist with the planning and execution of guest-related events and activities.
• Provide administrative support to the Guest Experience team, including scheduling and reporting.
• Gather guest feedback for continuous improvement of services and processes.
• Ensure all guest-facing areas are clean, organized, and welcoming at all times.
• Develop and maintain positive relationships with regular and VIP guests.
• Stay updated on company policies, industry trends, and competitor services.

Requirements

• Bachelor’s degree in hospitality, business, or a related field preferred.
• Minimum of two years of experience in a customer-facing or administrative role.
• Exceptional communication skills, both verbal and written, are required.
• Proven ability to manage difficult situations and resolve conflicts amicably.
• Strong organizational skills with the ability to multitask and prioritize effectively.
• Proficient understanding of CRM systems and Microsoft Office Suite applications.
• Friendly, professional demeanor with a strong customer-focused orientation.