Guest Experience Agent (Pre-Opening)

Job description

The Guest Experience Agent ensures a seamless and enjoyable stay for guests. Answers phone calls and guest inquiries promptly and professionally. Provides information on room availability, rates, hotel amenities and local attractions. Assists guests in making, modifying or canceling reservations over the phone and records details accurately. Greets guests upon arrival and offers a warm welcome. Supports check‑in and check‑out processes for smooth experiences. Handles special requests such as transportation, restaurant bookings and tours. Coordinates with other departments to fulfill requests promptly. Resolves complaints and issues quickly and escalates complex cases when needed. Keeps up‑to‑date with hotel services, promotions and events to give accurate information. Stays informed about local attractions and activities to offer recommendations. Maintains accurate records of guest interactions and prepares feedback reports. Monitors the lobby area to ensure guest and staff safety and responds to emergencies in coordination with security

Requirements

• Strong communication skills
• Ability to communicate clearly and effectively with guests, staff and local businesses
• Interpersonal skills for building rapport and maintaining relationships with guests and colleagues
• Problem‑solving skills to address and resolve issues promptly
• Organizational skills to manage multiple tasks and maintain detailed records
• Knowledge of the local area and staying informed about attractions, events and services for accurate recommendations

Skills