Guest Experience Agent (Overnight)
Core
Overnight Guest Experience Agent providing personalized, anticipatory service and managing guest interactions throughout the hotel stay.
Role type
Guest Experience Agent (Overnight)
Builds
Memorable guest experiences and seamless service delivery for luxury hotel guests
Domain
Luxury Hospitality
Deliverable
client delivery
Required skills
Emotional intelligence, conflict resolution, multilingual communication, computer literacy, organizational skills, service recovery, VIP protocol handling, tour guiding, telephone system management
Preferred skills
Opera PMS knowledge, Forbes 5-Star service standards familiarity, additional languages
Technologies
Opera PMS, Microsoft Office Suite, Account Management software, internal communication tools
Responsibilities
Resolve guest complaints and ensure satisfaction, maintain cleanliness and organization of work areas, assist guests with registration, check-out, and special requests, process wake-up calls and manage telephone systems, document and follow up on guest issues, provide hotel tours and facility information
Seniority
Entry-level to Junior, hands-on IC