Job Summary:
We are looking for a dedicated Guest Experience Agent to provide a warm and seamless experience for our guests, ensuring smooth check-in and check-out, handling guest queries, and delivering exceptional service. You will be the first point of contact, embodying the "Come on in" hallmark of voco and ensuring each guest’s stay is unique and memorable.

Responsibilities:

• Welcome guests and handle check-in/check-out processes efficiently, maintaining accuracy in all transactions.
• Address guest inquiries, requests, and concerns promptly, ensuring guest satisfaction throughout their stay.
• Manage reservations, ensuring room availability and handling special requests or blockings as needed.
• Maintain an organized and tranquil reception desk atmosphere, even when addressing issues or challenges.
• Handle guest messages, mail, and packages, ensuring timely delivery and accuracy.
• Ensure the proper control and security of room keys, following established key-handling procedures.
• Close guest accounts at check-out, address any concerns or dissatisfaction, and negotiate resolutions if necessary.
• Maintain accurate records and files, using all Front Office systems including the Property Management System (PMS).
• Provide accurate information about hotel services, offers, and facilities to guests.
• Take responsibility for endorsing shift handovers, ensuring follow-up on pending tasks.

Requirements:

• At least 1 year of experience as a Front Desk Associate or similar role.
• Proficiency in the Opera System and other relevant hotel systems.
• Excellent written and verbal communication skills.
• Ability to work as part of a team and handle a diverse range of tasks.
• Physically capable of standing for long periods and available to work shifts, including weekends and public holidays.
• Friendly and outgoing personality with a passion for delivering exceptional guest service.