Guest Experience Specialist

Nobu Hotel Toronto; Toronto; On-site; CAD 33,000 - 45,000; Full time

Job summary

Nobu Hotel Toronto is seeking a Full-Time Guest Experience Specialist to craft memorable and personalized journeys for every guest, from pre-arrival to post-departure, with empathy and meticulous attention to detail. Responsibilities include anticipating needs, personalizing interactions, managing guest profiles, coordinating with departments, and responding to reviews.

Three years in guest-facing roles and PMS proficiency are required; evening/overnight shifts possible.

Qualifications

• High School Diploma or equivalent required; hospitality degree preferred.
• Minimum three years in a guest-facing role within hospitality/service.
• Excellent communication and interpersonal skills; strong problem-solving abilities.
• Ability to work independently and as part of a team; flexible hours including evenings, overnights, weekends, holidays.

Responsibilities

• Proactively anticipate guest needs and preferences.
• Personalize guest interactions and create tailored experiences.
• Build relationships and foster guest loyalty.
• Manage guest profiles and preferences in the hotel system.
• Handle guest requests and inquiries with efficiency and grace.
• Address complaints and resolve issues promptly; escalate when needed.
• Coordinate pre-arrival communications and post-departure follow-ups.
• Provide concierge services and local recommendations.
• Collaborate with housekeeping and food & beverage to ensure seamless experiences.
• Monitor online reviews and respond professionally.

Skills

Exceptional communication

Interpersonal skills

Problem-solving

Time management

Attention to detail

Education

High School Diploma

Tools

PMS proficiency

Job description

About the Role

The Guest Experience Specialist is a key role in creating memorable and personalized experiences for every guest. This position requires a highly motivated, empathetic, and detail-oriented individual with a passion for hospitality. The Guest Experience Specialist will be responsible for anticipating guest needs, exceeding expectations, and ensuring a seamless and exceptional guest journey from pre-arrival to post-departure.

Key Responsibilities

• Proactively anticipate guest needs and preferences.
• Personalize guest interactions and create tailored experiences.
• Build strong relationships with guests and foster loyalty.
• Manage guest profiles and preferences in the hotel system.
• Handle guest requests and inquiries with efficiency and grace.

• Address guest complaints and resolve issues promptly and effectively.
• Empowered to make decisions to ensure guest satisfaction.
• Escalate complex issues to management as needed.
• Follow up with guests to ensure their satisfaction after issue resolution.

• Manage pre-arrival communication with guests, including welcome emails, special requests, and confirmations.
• Handle post-departure communication, including thank you emails, feedback requests, and online review management.

• Provide concierge services, including recommendations for local attractions, restaurants, and activities.
• Assist guests with booking tours, transportation, and other services.
• Maintain up-to-date knowledge of the local area and events.

• Collaborate with other hotel departments (e.g., housekeeping, food & beverage) to ensure seamless guest experiences.
• Communicate effectively with guests and colleagues.
• Share guest feedback and insights with relevant teams.

• Monitor online reviews and guest feedback.
• Respond to reviews in a professional and timely manner.
• Identify trends in guest feedback and recommend improvements.

Qualifications and Requirements

• Education: High School Diploma or equivalent required. A degree or diploma in Hospitality Management or a related field is preferred.
• Experience: Minimum three years of experience in a guest-facing role within the hospitality/service industry.
• Requirements:
  • Exceptional communication and interpersonal skills.
  • Strong problem-solving and conflict resolution abilities.
  • Excellent customer service orientation with a genuine passion for guest satisfaction.
  • Strong organizational and time management skills.
  • Proficiency in using Property Management Systems (PMS) and other relevant software.
  • Ability to work independently and as part of a team.
  • Strong attention to detail and accuracy.
  • Ability to work flexible hours, including evening, overnight, weekends, and holidays.

If you are a dynamic and experienced hospitality professional with a passion for delivering exceptional guest experiences, we invite you to join our team as a Full-Time Guest Experience Specialist at Nobu Hotel Toronto.

Hourly Rate: $28.50

Vacancy Status: Existing Position

Nobu Hotel Toronto is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.