Accor Hotels
Guest Experience Agent
Company
Role
Guest Experience Agent
Location
Job type
Full-time
Posted
13 hours ago
Salary
Job description
- Welcome guests warmly upon arrival and provide a smooth, efficient check-in experience.
- Serve as the primary point of contact for guest inquiries, requests, and complaints, ensuring timely and professional resolution.
- Maintain detailed knowledge of hotel facilities, services, dining concepts, and local attractions to provide accurate information and recommendations.
- Handle special requests, VIP arrangements, and guest preferences, ensuring personalized and memorable experiences.
- Coordinate with Front Office, Housekeeping, Concierge, F&B, and other departments to meet guest needs promptly.
- Assist with departures, including check-out procedures, billing, and feedback collection.
- Monitor and respond to guest feedback, both in person and through surveys or online reviews, escalating issues where necessary
- Maintain guest records, preferences, and communications accurately in the property management system.
- Minimum 2 years of Front Office or Guest Experience or Guest Relation experience in a hospitality setting
- Fluency in English (written and verbal); additional language skills are highly valued
- Excellent communication and interpersonal skills with the ability to connect naturally with diverse guests
- Strong organizational and time management abilities with the capacity to multitask in a dynamic environment
- Demonstrated ability to maintain composure and deliver quality service in high-pressure situations
- Proficiency in analyzing guest feedback and translating insights into actionable improvements
- Problem-solving mindset with a collaborative and solution-oriented approach
- Ability to work flexible schedules, including evenings, weekends, and holidays as needed