Job Summary

The Guest Experience Agent is responsible for delivering personalized and exceptional service to guests throughout their stay. The role acts as a key point of contact for guests, ensuring all requests, preferences, and concerns are handled promptly and professionally. The Guest Experience Agent collaborates with all hotel departments to create memorable experiences and exceed guest expectations in line with the resort's luxury service standards. 

Key Duties and Responsibilities 

Guest Services

• Welcome guests upon arrival and provide a warm, professional first impression.
• Perform check-in and check-out procedures efficiently and accurately.
• Serve as the primary contact for guest inquiries, requests, and concerns.
• Ensure all guest requests are actioned promptly and followed through until completion.
• Anticipate guest needs and provide personalized service at all times.
• Conduct courtesy calls and guest follow-ups during the stay.

Guest Experience & Relations

• Build and maintain positive relationships with guests.
• Recognize repeat guests and special occasions such as birthdays, anniversaries, and honeymoons.
• Handle guest complaints effectively and ensure timely resolution.
• Gather guest feedback and communicate relevant information to management.
• Create memorable moments that enhance guest satisfaction and loyalty

Coordination & Communication

• Coordinate guest requests with Housekeeping, Food & Beverage, Spa, Recreation, Engineering, and other departments.
• Maintain accurate guest profiles, preferences, and service records.
• Communicate special guest requirements to relevant departments.
• Participate in daily briefings and departmental meetings.

Administrative Duties

• Maintain accurate records in the hotel property management system.
• Prepare guest correspondence, confirmations, and reports as required.
• Ensure compliance with hotel policies and service standards.
• Monitor guest satisfaction scores and assist in improving service levels.

Health, Safety & Security

• Follow all company health, safety, and hygiene procedures.
• Maintain guest confidentiality and data privacy.
• Report accidents, incidents, and hazards immediately.

Skills & Experience

• Higher School Certificate (HSC) or equivalent.
• Diploma or Certificate in Hospitality Management, Tourism, Front Office, or related field is an advantage.
• Minimum 1-2 years of experience in Front Office, Guest Relations, Concierge, or Guest Services within a hotel or resort environment.
• Experience in a luxury hospitality environment is preferred.