Guest Experience Agent

About the role

The Guest Experience Agent is the front‑line ambassador of our hotel, delivering warm, professional, and personalized service to every guest, with special attention to VIP and high‑profile visitors. You will coordinate pre‑arrival arrangements, manage guest profiles, and ensure a seamless stay from check‑in to check‑out.

Key responsibilities

• Greet and welcome guests with genuine hospitality and professionalism.
• Coordinate pre‑arrival preferences, special requests, and amenities in partnership with relevant departments.
• Maintain up‑to‑date guest profiles and preferences in the property management system for future loyalty initiatives.
• Assist with efficient and courteous check‑ins and check‑outs.
• Respond promptly and diplomatically to guest inquiries, concerns, and requests.
• Liaise with Housekeeping, Concierge, Room Service, Security, and other teams to guarantee guest satisfaction.
• Conduct VIP room inspections to ensure readiness and attention to detail.
• Anticipate guest needs and provide thoughtful touches that enhance the overall experience.
• Support the Front Office with administrative tasks, reporting, and daily operations as required.

Required profile

• Strong interpersonal skills with a focus on delivering exceptional guest service.
• Ability to work collaboratively with multiple hotel departments.
• Attention to detail and a proactive mindset for anticipating guest needs.
• Professional demeanor that reflects the hotel’s brand values and service standards.

Required skills

• Proficiency with a Property Management System (PMS) for managing guest profiles and reservations.