Guest Experience Agent

Duties and Responsibilities

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge of all hotel guests, in-house groups, hotel extension numbers, all special requests (DND, screen calls, NRG, etc.), hours of operation of each outlet and features and services provided by the hotel.
• Assist with the immediate acknowledgement of all guests and assisting all guests throughout lobby and reception area with all requests (i.e. registration, check-out, special requests or preferences, itinerary, etc.)
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Must possess basic computer skills, including Word, Lotus, Excel, and Account Management software.
• Must have excellent interpersonal and sales-related skills.
• Must have exceptional organizational skills.
• Must be able to handle multiple tasks and projects daily.
• Must be able to work independently with little or no supervision.
• Document all guest complaints or problems; notify designated department/ personnel for resolving the situation; follow up to ensure completion and guest satisfaction.
• Accept, record and deliver wake-up calls.
• Respond to guest emails in a timely, professional, and service-oriented manner, ensuring accurate follow-up and resolution.
• Assist with in-room, property, or hotel tours as needed, delivering clear and engaging information aligned with brand standards.
• Provide callers with accurate information on hotel facilities and services.
• Accept and process all guest requests for screening calls, do not disturb, call forwarding, conference calls, non-registered guest, monitor telephone system problems and maintain log of such and assist in emergency situations as central communication center for hotel

Qualifications

• Minimum 1–2 years of experience in a luxury hotel front desk or guest services position.
• Working knowledge of Opera PMS and related hotel management systems preferred.
• Fluent in English with exceptional verbal and written communication skills; additional languages are a plus.
• Familiarity with Forbes 5-Star service standards or equivalent luxury brand expectations.
• Strong understanding of hotel operations, room categories, reservation workflows, and guest privacy protocols.
• Proficient with Microsoft Office Suite and basic administrative tasks.
• Demonstrated ability to handle guest complaints, service recovery, and VIP protocols with discretion.
• High school diploma required; hospitality or business coursework preferred.

Skills

• Exceptional interpersonal skills and emotional intelligence in high-pressure guest situations.
• Strong organizational abilities, with the capacity to manage multiple requests and tasks simultaneously.
• Detail-oriented with commitment to accurate data entry and guest record maintenance.
• Able to maintain a calm, polished demeanor in a busy, guest-facing environment.
• Tech-savvy and confident in using phones, office software, and internal communication tools.
• Adaptable, flexible, and willing to support other departments as needed.
• Service-oriented with a passion for delivering personalized luxury experiences.
• Strong emotional intelligence with the ability to read guest cues, anticipate needs, and adapt communication style accordingly.
• Proven service recovery skills, including the ability to resolve guest concerns efficiently while maintaining composure, professionalism, and brand integrity.

Physical Demands and Work Environment

• Endure various physical movements throughout the work areas
• Ability to move safely in uneven terrain or in confined spaces
• Remain active, constantly moving, or prolonged periods sitting at a desk and working on a computer throughout work shift
• Medium Work: Exerting up to 40 pounds of force occasionally, and/or 20 pounds of force frequently, and/or up to 10 pounds of constantly moving objects, may occasionally lift and/or move up to 25 pounds