Guest Experience Specialist Toronto, Ontario, Canada

Nobu Hospitality; Toronto; Hybrid; CAD 39,000 - 44,000; Full time

Job summary

Nobu Hotel Toronto is seeking a Full-Time Guest Experience Specialist to anticipate guest needs, personalize interactions, and ensure a seamless, memorable stay from arrival to departure.

The role requires excellent communication, problem-solving, and PMS proficiency, with a minimum of three years in guest-facing hospitality. Flexibility to work evenings, weekends and holidays is preferred.

Qualifications

• Education: High School Diploma or equivalent; Hospitality degree preferred.
• Experience: 3+ years in guest-facing hospitality/service roles.
• Requirements: Excellent communication, problem-solving, and customer service orientation.

Responsibilities

• Proactively anticipate guest needs and preferences.
• Personalize guest interactions and create tailored experiences.
• Build 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.
• Empowered to make decisions to ensure guest satisfaction.
• Escalate complex issues to management as needed.
• Follow up with guests to ensure satisfaction after issue resolution.
• Manage pre-arrival communications and post-departure communications.
• Provide concierge services and local recommendations.
• Assist guests with booking tours, transportation, and other services.
• Maintain up-to-date knowledge of local area and events.
• Collaborate with housekeeping, F&B to ensure seamless experiences.
• Communicate effectively with guests and colleagues.
• Share guest feedback with relevant teams.
• Monitor online reviews and respond professionally.
• Identify trends in feedback and recommend improvements.

Skills

Communication

Interpersonal skills

Problem-solving

Conflict resolution

Customer service

Organization

PMS proficiency

Independent work

Teamwork

Attention to detail

Flexible hours

Education

High School Diploma or equivalent

Tools

PMS software

Job description

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

Guest Relations & Personalization:

• 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.

Pre-Arrival & Post-Departure Communication:

• 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.

Concierge Services & Local Expertise:

• 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.

Guest Feedback & Review Management:

• 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.