Guest Experience Agent (GRO)

Benefits

Additional Information

Welcome guests warmly upon arrival and provide a smooth, efficient check-in experience. Serve as the primary point of contact for guest inquiries, requests, and complaints, ensuring timely and professional resolution. Maintain detailed knowledge of hotel facilities, services, dining concepts, and local attractions to provide accurate information and recommendations. Handle special requests, VIP arrangements, and guest preferences, ensuring personalized and memorable experiences. Coordinate with Front Office, Housekeeping, Concierge, F&B, and other departments to meet guest needs promptly. Assist with departures, including check-out procedures, billing, and feedback collection. Monitor and respond to guest feedback, both in person and through surveys or online reviews, escalating issues where necessary Maintain guest records, preferences, and communications accurately in the property management system. Minimum 2 years of Front Office or Guest Experience or Guest Relation experience in a hospitality setting Fluency in English (written and verbal); additional language skills are highly valued Excellent communication and interpersonal skills with the ability to connect naturally with diverse guests Strong organizational and time management abilities with the capacity to multitask in a dynamic environment Demonstrated ability to maintain composure and deliver quality service in high-pressure situations Proficiency in analyzing guest feedback and translating insights into actionable improvements Problem-solving mindset with a collaborative and solution-oriented approach Ability to work flexible schedules, including evenings, weekends, and holidays as needed

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Company Intel

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