Guest Experience Specialist

Guest Experience Specialist

Requirements

• Reading, writing and oral proficiency in the English language, multilingual abilities preferred.
• Excellent communication and interpersonal skills, with a focus on empathy and active listening.
• Strong problem-solving abilities and the ability to handle high-pressure situations with professionalism.
• Knowledge of PMS systems and guest experience tracking tools.
• Previous operational experience in the Rooms or Food & Beverage Divisions.

Responsibilities

• Develop and maintain strong, positive relationships with guests to ensure memorable experiences.
• Anticipate guest needs and preferences, offering personalized recommendations and assistance.
• Handle escalated guest concerns or complaints in a professional and empathetic manner, ensuring swift resolution.
• Collaborate with the management team to design and implement strategies that enhance the overall guest experience.
• Monitor guest satisfaction metrics, such as surveys and feedback, to identify trends and areas for improvement.
• Actively participates in the daily arrival process, by greeting and interacting with guests and being present in the lobby.
• Review amenity traces and prepare special occasion amenities, personalized welcome letters for arriving guests.
• Work with other departments (Housekeeping, Front Desk, Food and Beverage, etc.) to ensure seamless service delivery for guests.
• Walk all VIP rooms prior to arrival to ensure cleanliness, amenities and traces are placed.
• Track guest feedback and implement systems to address recurring issues or opportunities for improvement.
• Collaborate with GEM and reach out to VIP guests prior to arrival to introduce self to confirm transportation and offer to set up itinerary items while in house to personalize their stay.
• Review daily glitches, assign self and develop contact as Point of Contact for glitch guests.
• Meet and greet VIP curbside and limousine arrivals throughout the day.
• Maintains a high presence in guest areas i.e. Pools, Restaurants and Lounges ensuring that any issues raised are resolved.
• Ability to cover Front Desk Agent shifts as business requires, perform all functions of Front Desk Agent, such as Check-In, Out and Billing, but not limited to.
• Prepare regular reports on guest satisfaction, operational performance, and areas for improvement.
• Provide insights and recommendations to management based on guest feedback and experience data.

Preferred Qualifications

• Multilingual abilities preferred.