Guest Experience Ambassador

Responsibilities

• Greet guests upon arrival, assist with check-in procedures, and provide information about hotel facilities, services, and local attractions.
• Act as a point of contact for guests throughout their stay, addressing inquiries, requests, and concerns promptly and courteously. This may include arranging transportation, making restaurant reservations, or coordinating special requests.
• Handle guest complaints and issues effectively and professionally, seeking solutions to ensure guest satisfaction while adhering to hotel policies and procedures.
• Maintain open and clear communication with guests, colleagues, and other departments to ensure seamless coordination and exceptional service delivery.
• Coordinate special services for VIP guests, such as room upgrades, welcome amenities, and personalized attention, to enhance their experience and loyalty to the hotel.
• Conduct follow-up calls or emails to guests after their stay to gather feedback, address any unresolved issues, and express appreciation for their patronage.
• Complete administrative tasks related to guest relations, such as updating guest profiles, preparing reports, and handling billing inquiries.
• Work collaboratively with other departments, including front desk, housekeeping, and concierge, to ensure guests' needs are met efficiently and effectively.

Qualifications

• Previous experience in a customer service role, preferably within the hospitality industry.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a proactive approach to guest satisfaction.
• Ability to remain calm and professional in high-pressure situations.
• Proficiency in relevant computer applications and hotel management systems.
• Possess a gracious, friendly, and fun demeanor.
• Ability to multitask, work in a fast-paced environment, and have a high level of attention to detail.
• Strong verbal and written communication skills in English.
• Maintain positive and productive working relationships with other employees and departments.
• Ability to work independently and to partner with others to promote an environment of teamwork.