Guest Experience Agent

Descripción del empleo

Position Summary

The Guest Experience Agent is responsible for creating exceptional, personalized, and memorable experiences for guests throughout their entire journey, from pre-arrival to departure. This role serves as a key point of contact, anticipating guest needs, building meaningful connections, and ensuring every interaction reflects Mondrian's distinctive lifestyle, personality, and service standards.

Key Responsibilities

• Welcome guests warmly and provide personalized attention, ensuring a seamless and memorable arrival and departure experience.

• Proactively engage with guests to identify their preferences, anticipate needs, and create opportunities to exceed expectations.

• Coordinate and oversee VIP arrivals, special occasions, personalized amenities, and bespoke guest experiences.

• Maintain regular communication with guests throughout their stay, ensuring requests and expectations are consistently met.

• Handle guest inquiries, feedback, and complaints with professionalism, empathy, and effective problem-solving, following through until resolution.

• Collaborate closely with Front Office, Housekeeping, Food & Beverage, Concierge, and other departments to ensure seamless service delivery.

• Maintain accurate and updated guest profiles, preferences, special requests, and relevant information in the hotel management system.

• Provide recommendations and personalized information about hotel facilities, dining experiences, lifestyle offerings, local attractions, and cultural activities.

• Monitor guest satisfaction and online feedback, identifying service opportunities and communicating relevant insights to management.

• Identify opportunities to personalize experiences, create memorable moments, and build guest loyalty.

• Ensure all guest interactions reflect Mondrian's brand identity, service philosophy, and quality standards.

• Follow established procedures regarding guest privacy, confidentiality, and handling of sensitive information.

• Support the coordination of guest engagement initiatives, special events, and in-house experiences.

Requisitos

Requirements & Qualifications

• Previous experience in Guest Relations, Guest Experience, Front Office, or a similar position within luxury or lifestyle hospitality.

• Fluent English, both written and spoken; additional languages are an advantage.

• Excellent communication, interpersonal, and relationship-building skills.

• Strong service recovery, conflict resolution, and problem-solving abilities.

• Highly organized, proactive, detail-oriented, and capable of multitasking.

• Strong knowledge of luxury hospitality standards and guest service excellence.

• Ability to work collaboratively across departments and adapt to a dynamic environment.

• Genuine passion for hospitality, guest engagement, and creating memorable experiences.

Información adicional

Core Competencies

• Guest-Centric Mindset

• Emotional Intelligence

• Proactive Service & Anticipation

• Communication & Interpersonal Skills

• Problem-Solving & Decision-Making

• Attention to Detail

• Teamwork & Collaboration

• Brand Awareness and Lifestyle Hospitality