Guest Experience Expert

Role Overview

This role is centred on turning every guest interaction into a seamless, personalised part of their journey—far beyond a simple check-in or checkout. Day to day, you will move fluidly through the lobby and front desk area, proactively addressing requests, managing operational tasks, and offering local insights that make each stay feel distinct. Your ability to anticipate needs and take immediate action directly shapes the property’s reputation for attentive, memorable service.

Key Responsibilities

• Greet and register arriving guests, verify reservations, and coordinate room assignments to ensure a smooth arrival experience.
• Handle guest checkouts efficiently, process payments, and provide accurate final bills while answering any lingering questions.
• Respond to incoming calls, emails, and in-person requests for information, reservations, dining bookings, or concierge services.
• Monitor and fulfil special requests (e.g., room preferences, amenity delivery, wake-up calls) by collaborating with housekeeping, maintenance, and other teams.
• Resolve guest concerns or complaints on the spot, using discretion to offer solutions that restore satisfaction without escalating unnecessarily.
• Maintain a tidy, welcoming lobby and front desk area, restocking supplies and ensuring all printed materials are current and accessible.
• Prepare daily reports on occupancy, arrivals, departures, and any notable incidents, and pass essential briefings to the next shift.
• Stay informed about local attractions, events, and dining options to offer genuine, tailored recommendations that enhance each guest’s stay.

Requirements & Qualifications

• Minimum 1–2 years of front office experience in a hotel or luxury-service environment (5-star setting highly desirable).
• Degree or diploma in hospitality management, hotel administration, or a closely related field preferred.
• Demonstrated ability to multitask in a fast-paced setting while maintaining a calm, professional demeanour.
• Strong verbal and written communication skills, with fluency in the local language and good command of English.
• Computer literacy, including property management systems (e.g., Opera, Fidelio) and standard office software.
• Physical capacity to stand, walk, or sit for extended periods and to lift, carry, push, or pull items up to 10 pounds without assistance.
• Willingness to work flexible hours, including weekends, holidays, and rotating shifts as needed.