Job Summary:
The Guest Experience Expert ensures a seamless and memorable stay for guests by delivering exceptional service from check-in to check-out. This role involves providing personalized guest services, handling requests efficiently, and supporting the front desk, guest relations, and VIP services. With a focus on creating unique experiences, the Guest Experience Expert plays a critical role in maintaining the hotel's high standards and enhancing guest satisfaction.

Responsibilities:

• Greet, welcome, and check-in guests while ensuring accurate information entry and adherence to hotel policies.
• Process guest check-outs, manage billing disputes, and handle express check-outs efficiently.
• Respond to guest inquiries about hotel services, local attractions, and transportation options.
• Resolve guest complaints and service issues professionally and promptly, escalating as necessary.
• Ensure smooth daily operations by coordinating with housekeeping, maintenance, and other departments for room readiness and guest needs.
• Manage guest requests for special services, including transportation, dining, and event arrangements.
• Promote the hotel’s rewards program and upsell room categories and hotel services where possible.
• Perform administrative tasks such as generating daily reports, managing reservations, and completing shift-end audits.
• Provide VIP and concierge services, such as arranging special requests for high-profile guests.
• Operate the telephone switchboard, process room service orders, and assist guests with troubleshooting technological issues.
• Maintain accurate and secure handling of guest information and financial transactions.
• Ensure compliance with safety and security procedures, maintaining awareness of property premises and emergency protocols.

Requirements:

• High school diploma or equivalent; higher education or hospitality-related studies preferred.
• Excellent communication skills, with proficiency in English; additional language skills are a plus.
• Strong problem-solving abilities, with a focus on delivering exceptional guest service.
• Ability to multitask and handle guest requests in a fast-paced environment.
• Computer proficiency, including knowledge of hotel management systems (e.g., Fidelio, PMS, OPERA).
• Must be flexible with work hours, including weekends, holidays, and overnight shifts.
• Ability to stand for extended periods and lift up to 25 pounds.
• No prior experience required, but customer service experience is a plus.