Guest Experience Expert (Front Desk Agent)

A Guest Experience Expert is responsible for providing exceptional customer service and ensuring a positive experience for guests. They are the main point of contact for guests and are responsible for addressing inquiries, resolving issues, and providing information about hotel amenities and services. The role requires excellent communication and problem-solving skills to handle guest requests and complaints effectively. Guest Experience Experts should be knowledgeable about hotel operations and be able to anticipate guest needs to provide personalized service.

Responsibilities

• Greet and welcome guests upon arrival, ensuring a warm and friendly atmosphere.
• Provide information about hotel amenities, services, and local attractions.
• Handle guest inquiries, requests, and complaints promptly and efficiently.
• Anticipate guest needs and provide personalized service.
• Coordinate with other hotel departments to ensure guest satisfaction.
• Assist with check-in and check-out processes.
• Maintain a clean and organized front desk area.
• Upsell hotel services and amenities to enhance the guest experience.
• Follow hotel policies and procedures to ensure the safety and security of guests.
• Maintain knowledge of hotel operations, including room types, rates, and availability.