Guest Experience Expert

Roles and responsibilities

Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience.

No matter what position you are in, there are a few things that are critical to success – creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around
Guest Engagement:

Greet guests upon arrival with a warm and friendly attitude, ensuring they feel welcomed and valued.
Engage with guests throughout their stay, checking in regularly to ensure their needs are being met.
Personalize interactions with guests, remembering their preferences, special requests, and past stays.
Handling Guest Requests:

Respond promptly to guest requests, ensuring that all needs are addressed in a timely manner.
Anticipate guest needs, such as offering extra amenities, assisting with transportation, or recommending local attractions.
Resolve any guest issues or complaints efficiently and professionally, striving for a positive resolution.
Complaint Resolution:

Handle guest complaints with empathy and professionalism, actively listening to concerns and offering appropriate solutions.
Work with relevant departments (e.g., housekeeping, front desk, F&B) to address and resolve issues promptly.
Follow up with guests after complaints are resolved to ensure satisfaction and to rebuild guest confidence.
Enhancing the Guest Journey:

Ensure that the guest experience is seamless from arrival to departure by coordinating with other departments.
Offer additional services or promotions to enhance guest satisfaction, such as upgrades, special requests, or exclusive offers.
Assist with organizing events, special celebrations, or personalized experiences (e.g., anniversaries, birthdays).

Desired candidate profile

Education: High school diploma or G.E.D. equivalent.
Excellent Communication Skills: Strong verbal and written communication skills to engage with guests and staff.
Problem-Solving Ability: The ability to quickly assess situations and resolve complaints or issues effectively.
Empathy: A deep understanding of guest needs and the ability to handle sensitive situations with care and professionalism.
Attention to Detail: An eye for detail, ensuring all aspects of the guest experience are tailored and up to standard.
Cultural Awareness: Understanding and respecting the diverse needs of guests from various backgrounds.
Teamwork: Ability to collaborate effectively with other departments to ensure seamless guest service.
Multitasking: Ability to handle multiple tasks simultaneously, especially during peak periods.
Organizational Skills: Strong organizational skills to manage guest expectations and track feedback.
Performance Metrics:
Guest Satisfaction:

Positive feedback and high satisfaction levels from guests, particularly in online reviews and surveys.
Improvement in guest loyalty, repeat visits, and engagement with the brand.
Complaint Resolution Time:

Quick and effective resolution of guest complaints, leading to higher levels of guest satisfaction.
Guest Retention:

Increase in the number of repeat guests, positive word-of-mouth, and recommendations from previous visitors.
Service Excellence:

Consistency in delivering high-quality, personalized experiences across all guest touchpoints.
Employee Satisfaction:

Positive feedback from team members regarding training, communication, and collaboration with the Guest Experience Expert.