Guest Experience Agent

Roles and responsibilities

Welcome greeting all VIP guests at the point of their arrival.
Maintain daily interaction with all guests by meeting them in resort outlets or at breakfast.
Control the overall guest satisfaction and keep a high level of MEDALLIA score.
Meeting guests with glitches, solving their issues of dissatisfaction, and reporting them to the Guest Experience Manager.
Responding to all MEDALLIA feedback by communicating personally with each guest with a low score.
Handling the celebrities & blogger visits.
Having a daily visit to the breakfast restaurants and meeting the maximum number of guests, especially the ones with glitches.
Perform check-in & check-out for all Preferred Partners, Specialty Suites, Elite, Celebrities, and blogger guests.
Coordinate among all departments for seamless execution of service and guest needs.
Handling Guest Experience Emails and responding back to all guest's emails.
Flexibility in schedule according to operational needs.
1. Guest Arrival and Check-In
Greeting and Welcoming Guests: The first point of contact for guests upon arrival, the Guest Experience Agent is responsible for greeting them warmly and professionally. They should create a positive first impression by offering a friendly, welcoming attitude.
Check-In Process: Manage guest check-ins, ensuring that all necessary information is gathered (such as identification and payment details) and that guests are assigned their rooms. Provide key cards, explain hotel amenities, and inform guests about check-out times, Wi-Fi access, and other important details.
Assist with Special Requests: Address any special requests guests may have at check-in, such as room preferences, early check-ins, or late check-outs.
2. Guest Inquiries and Information
Providing Information: Act as a resource for guests, answering questions about hotel facilities, nearby attractions, transportation options, and local recommendations for dining, shopping, and entertainment.
Concierge Services: Assist guests with special requests such as booking reservations, arranging transportation (taxis, shuttles, car rentals), or organizing activities and tours. In some properties, the Guest Experience Agent may work closely with a concierge team.
Resolving Guest Issues: Respond to and resolve guest inquiries and concerns in a timely and professional manner, ensuring that issues are addressed quickly to minimize any impact on the guest’s experience. This may include handling complaints or concerns about the room, amenities, or service.

Desired candidate profile

• Customer Service Excellence: Strong interpersonal skills and a genuine desire to help people, ensuring guests feel valued and appreciated throughout their stay.
• Problem-Solving: The ability to think on your feet, solve issues quickly, and maintain a calm demeanor, especially when dealing with challenging guests or situations.
• Communication Skills: Clear, concise, and professional communication is key, both in person and through other communication channels (e.g., phone, email, messaging).
• Multitasking: The ability to manage multiple tasks at once, such as assisting several guests, answering the phone, and handling administrative duties, while maintaining excellent service standards.
• Attention to Detail: The ability to remember guest preferences, special requests, and personal details that can enhance the guest experience.
• Cultural Sensitivity: Sensitivity to and respect for diverse cultures, particularly in international or multicultural environments, ensuring that guests from various backgrounds feel comfortable and understood.
• Tech-Savvy: Proficiency in using property management systems (PMS), reservation software, and communication tools. Knowledge of online booking systems, email, and other tech tools is often required.
• Calm Under Pressure: The ability to stay composed and efficient during peak hours, such as check-in/check-out times, or when managing multiple guest requests.
• Time Management: Prioritizing tasks and managing time effectively to meet guest expectations and complete administrative duties on time.