Guest Experience Expert

Job Description

At the heart of exceptional hospitality is the Guest Experience Expert more than a front desk associate, this role is about creating memorable, personalized guest interactions from arrival through departure. Whether greeting guests with a warm welcome, handling check-in/check-out, offering local recommendations, or resolving concerns, you'll be empowered to make every stay feel effortless and elevated. You'll work independently and collaboratively, anticipating guest needs and providing thoughtful solutions. From managing operational tasks to engaging with travelers, your attention to detail and genuine care will drive guest satisfaction and loyalty. Key Responsibilities: Guest Engagement & Service Delivery Welcome and register guests with professionalism and warmth Provide personalized assistance, including hotel information, local recommendations, transportation arrangements, and special requests Respond promptly to guest inquiries, concerns, or complaints, and resolve them with courtesy and efficiency Promote hotel services, amenities, and brand programs to enhance the guest experience Operational Support Complete check-in/check-out procedures accurately using property management systems Process payments, issue room keys, update reservations, and prepare daily reports as needed Assist with managing room availability, balancing room inventory, and communicating guest preferences to appropriate departments Coordinate with housekeeping, engineering, and other departments to ensure smooth operations and timely guest support Standards & Compliance Follow all hotel policies, procedures, and brand standards Maintain confidentiality of guest and company information Uphold cleanliness, safety, and uniform appearance standards Handle property equipment, cash, and assets with care and accuracy Preferred Qualifications: Education: High school diploma or GED equivalent Experience: No prior hospitality experience required; customer service experience a plus Skills: Strong communication skills, ability to multitask, basic computer proficiency Work Style: Proactive, adaptable, personable, and team-oriented Physical Requirements: Must be able to stand, walk, or sit for extended periods Frequently move, lift, carry, push, or pull items up to 10 pounds Comfortable working in a fast-paced environment that may involve varied shifts, weekends, and holidays