Job Description
Job DescriptionDescription:
Job Overview
The Guest Experience Agent plays a key role in creating exceptional guest experiences throughout their stay. This position ensures that every guest receives personalized, seamless service that reflects the resort’s commitment to excellence and luxury hospitality.
Guest Experience Agents assist in curating experiences from pre-arrival to departure, anticipate guest needs, and provide prompt, courteous, and professional service at all times. They serve as ambassadors of the resort, maintaining a strong presence throughout the property and fostering lasting guest relationships that drive loyalty and satisfaction.
Key Responsibilities
Guest Experience & Service
- Curate each guest’s journey from pre-arrival through departure to ensure a flawless stay.
- Conduct pre-arrival communications via phone, email, or video call to confirm details such as arrival/departure times, room preferences, allergies, and special requests.
- Coordinate with the Guest Experience Manager to ensure all guest information and preferences are shared across departments.
- Assist in preparing rooms and amenities according to guest preferences, ensuring every detail is executed to standard.
- Greet guests upon arrival and assist with introductions to management or resort leadership when appropriate.
- Maintain visibility throughout the Lobby, Pool & Beach, Restaurants, and Recreation areas to assist guests proactively.
- Handle guest requests courteously and efficiently, coordinating with Concierge, Housekeeping, Engineering, and other departments.
- Upsell and promote resort features and experiences such as the Spa, F&B outlets, children’s programs, and special events.
- Support the Guest Experience Manager with maintaining accurate guest profiles and preference logs in SMS and other systems.
- Ensure all guests feel valued as VIPs by offering warm, attentive, and personalized service.
- Anticipate guest needs, resolve issues promptly, and follow up to confirm satisfaction.
- Assist with guest check-in/check-out, including ID verification, credit card authorization, and room key or digital key distribution.
- Maintain a strong understanding of resort amenities, services, and local attractions to make informed recommendations.
- Support the collection of guest feedback and assist in implementing service recovery when needed.
Administrative & Communication Support
- Attend daily team briefings and share relevant updates regarding guest arrivals, preferences, or concerns.
- Assist with preparing guest correspondence, welcome letters, and in-room communication materials.
- Update daily logs, pre-arrival checklists, and communication boards to ensure all team members are aligned.
- Monitor and maintain cleanliness and organization of guest service areas.
- Follow and uphold all departmental policies, service procedures, and safety standards.
Guest Relations & Experience Enhancement
- Build positive relationships with returning guests to foster loyalty and repeat visits.
- Participate in property walkthroughs and assist in identifying areas for service improvement.
- Ensure all guest requests and issues are handled with discretion, professionalism, and empathy.
- Support special events and VIP experiences as directed by the Guest Experience Manager.
- Contribute to maintaining a positive and engaging environment within the Guest Experience team.
- Other duties as assigned.
Qualifications
Education & Experience
- High School Diploma or equivalent required; Bachelor’s Degree preferred.
- Minimum 1–2 years of experience in guest relations, front office, or luxury hospitality environment.
- Prior experience in a 4- or 5-star resort or hotel preferred.
- Knowledge of property management systems (PMS) preferred.
Skills & Competencies
- Exceptional interpersonal and communication skills, both verbal and written.
- Fluent in English
- Strong attention to detail with the ability to multitask in a fast-paced environment.
- Professional, polished appearance and demeanor.
- Ability to exercise sound judgment and discretion with sensitive information.
- Proficient in Microsoft Office Suite and familiar with social media platforms.
- Passion for delivering luxury-level service and exceeding guest expectations.
Physical Requirements
- Frequent standing, walking, and movement throughout shifts.
- Ability to lift, carry, and move objects up to 30 pounds.
- Occasional kneeling, bending, pushing, pulling, and stair use.
- Ability to remain stationary for extended periods as needed.
- Must be comfortable working both indoors and outdoors under variable temperature and noise conditions.
- Clear verbal communication and active listening skills required.
Work Environment
- Work involves interaction with guests, management, and multiple resort departments.
- Exposure to variable weather conditions and operational settings (Lobby, Pool & Beach, Dining, and Recreation).
- Schedule flexibility required, including weekends and holidays.
Requirements: