Guest Experience Agent

Roles and responsibilities

Handle Reservations: Manage incoming reservations through phone, email, and online booking systems.
Guest Assistance: Provide accurate information about services, rates, and availability to potential and current guests.
Booking Management: Confirm, modify, and cancel reservations as requested, ensuring accuracy and efficiency.
Guest Service: Address guest inquiries and resolve issues promptly and professionally.
Record Keeping: Maintain organized and up-to-date records of reservations and guest details.
Upselling: Promote additional services and amenities to enhance the guest experience.
Collaboration: Work closely with other departments, such as front desk and housekeeping, to ensure seamless service delivery.
1. Guest Check-in and Check-out
Check-in Process: Greet guests upon arrival, confirm their reservation, and efficiently complete the check-in process by collecting necessary information, issuing room keys, and providing details about the facilities and amenities.
Check-out Process: Handle guest check-out, ensuring accurate billing, resolving any outstanding issues, and thanking guests for their stay. Process payments and provide receipts.
Room Upgrades and Special Requests: Handle any special requests or upgrades for guests, such as room preferences, early check-ins, late check-outs, or additional services, ensuring their needs are met.
2. Guest Assistance and Service
Addressing Guest Needs: Respond to guest inquiries and requests related to hotel services, local attractions, transportation, dining, and other amenities.
Problem Resolution: Handle and resolve guest complaints or issues, ensuring a prompt and satisfactory resolution. This includes addressing concerns related to room quality, service standards, or any other aspect of the guest experience.
Personalized Service: Provide personalized recommendations based on guest preferences and ensure that each guest feels valued and cared for throughout their stay.
Concierge Services: Assist guests with making reservations for dining, tours, spa treatments, transportation, or other services to enhance their stay.
3. Communication and Coordination
Internal Communication: Collaborate with various departments such as housekeeping, maintenance, front office, and food and beverage to ensure that guest requests are met efficiently.
Handling Requests: Manage guest requests, such as room service orders, maintenance issues, or special arrangements (e.g., celebration packages, transportation), and ensure timely follow-through.
Guest Feedback: Proactively seek guest feedback, both during and after their stay, to understand their experience and identify areas for improvement. Document feedback and escalate any critical issues to management.

Desired candidate profile

A minimum or at least 1 year experience in similar role in luxury background or Degree/Diploma from Hotel Management
Excellent Interpersonal, written & verbal communications skill
Proficient in English, Arabic is an asset
Basic Opera knowledge, Computer literate
Outgoing personality & can-do approach to an assigned task
Attention to detail and ability to multitask in a dynamic environment
Creative thinker, strive to deliver excellent service to guest

Strong Communication Skills: Ability to communicate clearly and professionally with guests, team members, and management both in writing and verbally.
Customer Service Expertise: A genuine passion for customer service, with the ability to engage with guests, address concerns, and provide personalized experiences.
Problem-Solving: Ability to quickly assess situations, identify potential solutions, and resolve issues in a manner that meets guest expectations.
Attention to Detail: A keen eye for detail, ensuring that guest requests are fulfilled accurately and the guest experience is exceptional.
Organizational Skills: Ability to handle multiple tasks simultaneously, maintain an organized workspace, and manage time effectively.
Multitasking Ability: Ability to juggle various tasks, such as checking in guests, answering inquiries, and addressing complaints, while maintaining professionalism.
Technical Proficiency: Familiarity with booking systems, guest management software, and basic office tools (e.g., email, spreadsheets).
Cultural Sensitivity: Understanding and respecting the cultural backgrounds and preferences of guests, ensuring that all guests feel welcomed and respected.