Guest Experience Agent

Duties & Responsibilities

• Assist guests with check-in and check-out procedures, ensuring a smooth and efficient process.
• Handle cashiering duties and manage guest accounts accurately.
• Review arrival lists and prepare compendiums prior to guest arrival, entering necessary information into the system.
• Welcome guests upon arrival, register them, and issue room keys according to departmental standards.
• Ensure that members receive all benefits and that repeat guests and VIPs are recognized with special services, including welcome cards and in-room amenities.
• Liaise closely with other departments to fulfill guest requests and needs effectively.
• Update and maintain the repeat guest history system to enhance personalized service.
• Promote inter-hotel sales and in-house facilities, maximizing revenue according to departmental standards.
• Handle guest complaints and comments tactfully, ensuring efficient resolution.
• Manage guests’ mails, messages, and phone calls professionally.
• Maintain the privacy and confidentiality of all guests, ensuring no details are disclosed without authorization.
• Be vigilant regarding in-house credit matters and address any discrepancies promptly.
• Alert Security or the Duty Manager of any suspicious persons or articles.
• Additional Responsibilities
• Maintain comprehensive knowledge of all food and beverage services, hotel features, and amenities.
• Be fully conversant with hotel fire and life safety/emergency procedures.
• Attend all briefings, meetings, and training sessions as assigned by management.
• Report for duty on time, wearing a clean and complete uniform while maintaining high personal appearance and hygiene standards.
• Perform any other reasonable duties as assigned by hotel management.