Guest Experience Agent

Job Description

We build experiences that are memorable and unique. Our Guest Experience Supervisor takes 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 Supervisor makes transactions feel part of the experience.

Job Overview

Oversee daily operations of the guest services department, ensuring all guest interactions meet high standards of service. Supervise and guide the guest services team, including front desk, concierge, and housekeeping staff. Handle guest inquiries, complaints, and requests, ensuring prompt and effective resolution to enhance guest satisfaction. Monitor guest feedback through surveys, reviews, and direct communication to identify areas for improvement. Train, mentor, and evaluate guest services staff, ensuring adherence to hotel policies and procedures. Maintain a detailed knowledge of the hotel's services, amenities, and local attractions to provide accurate information to guests. Ensure smooth check-in and check-out processes, including the management of reservations, billing, and room assignments. Collaborate with other hotel departments such as housekeeping, maintenance, and food & beverage to meet guest needs. Monitor and maintain the quality and cleanliness of guest-facing areas, addressing any issues as they arise. Maintain guest records and track repeat guests, ensuring VIPs and loyalty members receive personalized attention. Assist with staffing schedules to ensure adequate coverage during peak periods. Ensure the hotel maintains compliance with safety and cleanliness standards and report any safety hazards. Implement and promote guest satisfaction initiatives to improve overall guest experience and loyalty. Analyse and report on guest satisfaction metrics, recommending and implementing corrective actions when necessary.

Qualifications

Proven experience in a guest services or hospitality role, with at least 2-3 years in a supervisory capacity. Strong leadership skills with the ability to motivate and manage a team in a fast-paced environment. Excellent communication and interpersonal skills, with a focus on customer service excellence. Ability to handle stressful situations and resolve conflicts in a professional manner. Knowledge of hotel operations, including front desk procedures, reservations, and guest services. Proficient in hotel management software and Microsoft Office Suite (e.g., Word, Excel, Outlook). Strong problem-solving skills and attention to detail. Ability to multitask and prioritize guest requests and team responsibilities effectively. Flexible availability, including evenings, weekends, and holidays, based on hotel needs. A positive, can-do attitude with a passion for delivering exceptional guest experiences. High school diploma required; Associate's or bachelor's degree in Hospitality Management or a related field preferred. Certification in guest services, such as a Certified Guest Service Professional (CGSP), is a plus.

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