Guest Experience Agent

Job Description

The Guest Experience Agent is responsible for delivering a warm, personalized, and memorable guest experience throughout the guest journey. The position serves as a key point of contact for guests, proactively anticipating their needs, handling requests, providing personalized recommendations, and ensuring effective follow-up.

Working closely with all hotel departments, the Guest Experience Agent ensures seamless communication and coordination while maintaining high standards of hospitality, professionalism, and guest satisfaction. The role requires a genuine passion for service, strong communication skills, attention to detail, and the ability to create meaningful connections with guests.

Administration

· Review daily arrivals, departures, VIP guests, repeat guests, and special occasions.

· Maintain accurate and up-to-date guest profiles, preferences, requests, and relevant information in the hotel system.

· Prepare and update guest-related documents, reports, and records as required.

· Ensure proper follow-up and documentation of guest requests, feedback, complaints, and service recovery.

· Conduct proper shift handover and communicate all relevant guest information to the team.

· Ensure guest information is handled with confidentiality and professionalism.

· Support administrative tasks related to Guest Relations and Guest Experience operations.

Training and Human Resources

· Attend all departmental and hotel training sessions as required.

· Participate actively in daily briefings and departmental meetings.

· Share guest feedback and service-related information with team members.

· Support new team members by sharing knowledge of hotel facilities, services, and Guest Relations procedures.

· Continuously develop knowledge and skills related to guest service, communication, and hospitality.

· Demonstrate a positive attitude and contribute to a supportive and collaborative team environment.

Technical Responsibilities

· Welcome and engage with guests in a warm, professional, and personalized manner.

· Proactively identify and anticipate guest needs throughout the guest journey.

· Handle guest requests, inquiries, and arrangements efficiently and professionally.

· Provide accurate information regarding hotel facilities, restaurants, spa, activities, transportation, and local attractions.

· Assist with VIP, repeat guest, and special-occasion arrangements.

· Handle guest feedback and complaints with empathy and professionalism.

· Take ownership of guest requests and ensure appropriate follow-up until completion.

· Coordinate with relevant departments to ensure seamless service delivery.

· Conduct guest satisfaction follow-ups during the stay.

· Maintain excellent knowledge of hotel products, services, facilities, and local experiences.

· Ensure all guest interactions comply with hotel standards, brand standards, and service procedures.

· Support special events, guest activities, and personalized experiences when required.

External

· Maintain positive and professional relationships with external partners and service providers when required.

· Assist guests with recommendations and arrangements for local restaurants, attractions, transportation, and activities.

· Coordinate with external suppliers or partners to fulfil specific guest requests.

· Ensure external arrangements meet guest expectations and hotel service standards.

· Represent the hotel professionally when communicating with external partners.

Miscellaneous

· Always maintain a professional appearance and positive attitude.

· Demonstrate genuine care and passion for hospitality.

· Be proactive, flexible, and adaptable to changing guest and operational needs.

· Support other departments and colleagues when required to ensure smooth hotel operations.

· Perform any other reasonable duties and responsibilities assigned by the Guest Experience Manager or Management.

· Comply with all hotel policies, procedures, health and safety regulations, and brand standards.

· Always maintain guest confidentiality and protect guest privacy.

GENERAL DUTIES:

Health and Safety

· Ensure that all potential and real Hazards are reported immediately and rectified

· Be fully conversant with all departmental Fire, Emergency and Bomb procedures

· Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees

· Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.

· Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others

· Use safe manual handling techniques and practise safe work habits following Accor Health, Safety and Environment policies, maintain procedures to minimise our impact on the environment and prevent pollution.

Qualifications

Additional Information