Guest Experience Agent

2 days ago

Dubai, Dubai, United Arab Emirates Four Seasons Hotels and Resorts Full time
Roles and responsibilities

A Guest ExperienceAgent is a hospitality professional who plays acentral role in ensuring guests have a positive, memorable, andseamless experience during their stay at a hotel, resort, orsimilar establishment. They are responsible for handling guestinteractions, providing exceptional customer service, and ensuringthat all guest requests and needs are met in a timely and efficientmanner. This role often combines aspects of front desk operations,concierge services, and guest relations.

Here arethe key skills and responsibilities of a GuestExperience Agent:

1.Guest Interaction andService

  • Greetingand Welcoming Guests: Provide a warm and welcomingatmosphere for guests upon arrival, making sure they feelcomfortable and valued from the moment they step into theproperty.
  • Handling Check-Ins andCheck-Outs: Facilitate smooth check-in and check-outprocesses, ensuring that all necessary information is gathered andguests are checked into their roomsefficiently.
  • Answering GuestInquiries: Respond to guest questions, concerns, orrequests, whether in person, via phone, email, or through messagingapps, ensuring a high level of service andsatisfaction.
  • PersonalizedService: Offer personalized recommendations fordining, activities, and amenities based on guest preferences,ensuring an unforgettable stay.

2.ProblemResolution

  • AddressingGuest Issues: Handle guest complaints or issues withempathy and professionalism, working to resolve any problemsswiftly and to the guest'ssatisfaction.
  • AnticipatingNeeds: Proactively anticipate and address potentialguest issues or requests before they become problems, ensuring asmooth and enjoyableexperience.
  • Maintaining CalmUnder Pressure: Stay calm and composed whilemanaging guest issues, particularly during busy times or whendealing with difficult situations.

3.Communication andCoordination

  • EffectiveCommunication: Serve as a liaison between guests andvarious departments (e.g., housekeeping, maintenance, food andbeverage), ensuring that guest requests are communicated andfulfilled efficiently.
  • RelayingInformation: Keep guests informed of hotel policies,amenities, services, or any changes (e.g., restaurant hours,special events), ensuring they are aware of all available optionsduring their stay.
  • Collaboratingwith Other Staff: Work closely with front deskagents, concierge staff, housekeeping, and management to ensureguest requests are met and that services are coordinatedsmoothly.

4. GuestFeedback andFollow-Up

  • CollectingFeedback: Gather guest feedback during and aftertheir stay through surveys, in-person conversations, or digitalplatforms to understand their experience and identify areas forimprovement.
  • HandlingSurveys: Ensure guests have the opportunity tocomplete satisfaction surveys and encourage them to share theirthoughts about theirstay.
  • Follow-Up:Follow up with guests to ensure they are satisfied with anyresolutions to complaints or requests, demonstrating care andattention to detail.

5.Up-selling and PromotingServices

  • Up-sellingAmenities: Promote hotel amenities (e.g., spa,restaurant, transportation, excursions) and services to guests,highlighting any special offers orpackages.
  • PackagePromotion: Encourage guests to take advantage ofadditional services or add-ons, such as upgraded rooms, extendedstays, or VIP experiences, while providing detailed information onthese services.
Desired candidate profile
  • Welcomes and registers hotel guests, explainingthe accommodations and establishing credit or method ofpayment.
  • Checks guest out of the hotel,preparing and explaining the bill.
  • Handles allguest interactions with the highest level of hospitality andprofessionalism, accommodating special requests wheneverpossible
  • Assists guests in all inquiries inconnection with hotel services, hours of operations, key hotelpersonnel, in-house events, directions,etc.
  • Responds to all guest requests in anaccurate and timely manner. Interactions with guest will be inperson and by phone;
  • Resolves guest complaints,and find opportunities to recognize and personalize the serviceexperience for all guests.

What YouBring

  • One +years experience working within a luxury hotel or similarenvironment is considered an asset
  • Excellentinterpersonal skills and communicationskills
  • Cross cultural sensitivity, and customerservice orientation
  • Guest centricity andunderstanding the importance of guest'spreferences.
Key Skills
Guest Relations,Hospitality,GuestService
Employment Type :Full-time
Department / Functional Area: Hospitality
Experience: years
Gender: Male
Vacancy: 1

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