Guest Experience Agent

Role Overview The Guest Experience Agent plays a key role in creating memorable guest experiences by providing a warm welcome, efficiently handling requests, and resolving concerns while maintaining the highest hospitality standards.

Key Responsibilities

• Welcome guests and ensure a positive and lasting first impression of the hotel.

• Assist guests with check-in, check-out, reservations, and general inquiries.

• Handle guest requests, complaints, and feedback promptly and professionally.

• Coordinate with Front Office, Housekeeping, Engineering, and F&B teams to meet guest needs efficiently.

• Promote hotel facilities, services, and local attractions to enhance the guest experience.

• Ensure guest records and information are maintained accurately and confidentially.

• Monitor guest satisfaction and proactively address service gaps.

• Support VIP arrivals, special requests, and loyalty guest recognition.

• Ensure Front Office procedures and brand standards are consistently followed.

• Maintain a professional appearance and service attitude at all times.

• Perform any other duties assigned by the Front Office Manager.

Qualifications & Experience

• Diploma or certification in Hospitality Management or a related field preferred is an advantage.

• Previous experiences in a guest-facing role within a hotel environment is an advantage

Skills & Competencies

• Excellent communication and interpersonal skills.

• Strong customer service and problem-solving abilities.

• Ability to work independently and as part of a team.

• Flexibility to work shifts, weekends, and public holidays.