Guest Experience Specialist

Guest Experience Specialist

Requirements

• A minimum of two years of relevant work experience in a similar position in a luxury hotel, including at least one year in the Rooms Division.
• Excellent personal presentation and interpersonal skills and proficiency in hotel property management systems.
• Able to work independently and under pressure in a fast-paced working environment.
• Reading, writing and oral proficiency in the English language, multilingual abilities preferred.
• Excellent communication and interpersonal skills, with a focus on empathy and active listening.
• Strong problem-solving abilities and the ability to handle high-pressure situations with professionalism.
• Friendly disposition and positive attitude. Enjoys interacting with guests and the public.
• Fluency in English is required for this location and this job requires applicants to have current work authorization in the United States.

Responsibilities

• Develop and maintain strong, positive relationships with guests to ensure memorable experiences.
• Anticipate guest needs and preferences, offering personalized recommendations and assistance.
• Handle escalated guest concerns or complaints in a professional and empathetic manner, ensuring swift resolution.
• Collaborate with the management team to design and implement strategies that enhance the overall guest experience.
• Monitor guest satisfaction metrics, such as surveys and feedback, to identify trends and areas for improvement.
• Actively participates in the daily arrival process, by greeting and interacting with guests and being present in the lobby.
• Review amenity traces and prepare special occasion amenities, personalized welcome letters for arriving guests.
• Work with other departments (Housekeeping, Front Desk, Food and Beverage, etc.) to ensure seamless service delivery for guests. Including but not limited to, Arrival, Departure, Dining.
• Walk all VIP rooms prior to arrival to ensure cleanliness, amenities and traces are placed.
• Track guest feedback and implement systems to address recurring issues or opportunities for improvement.
• Collaborate with GEM and reach out to VIP guests prior to arrival to introduce self to confirm transportation and offer to set up itinerary items while in house to personalize their stay.
• Review daily glitches, assign self and develop contact as Point of Contact for glitch guests.
• Meet and greet VIP curbside and limousine arrivals throughout the day.
• Maintains a high presence in guest areas i.e. Pools, Restaurants and Lounges ensuring that any issues raised are resolved.
• Ability to cover Front Desk Agent and/or concierge shifts as business requires, perform all functions of Front Desk Agent, such as Check-In, Out and Billing, but not limited to.
• Expect to work weekends and holidays based on occupancy levels.
• Prepare regular reports on guest satisfaction, operational performance, and areas for improvement.
• Provide insights and recommendations to management based on guest feedback and experience data.

Preferred Qualifications

• Multilingual abilities preferred.