Guest Experience Agent

Kerzner International; Lexington Park, Northern (MD, KY); Hybrid; USD 7,400 - 13,000; Full time

Job summary

One&Only Le Saint Géran in Mauritius seeks a Guest Experience Agent to deliver personalized service throughout guests' stay. You will be the main contact for inquiries, handle requests promptly and collaborate with all hotel departments to create memorable experiences.

The ideal candidate has a Higher School Certificate or equivalent, a relevant diploma, and 1–2 years in Front Office or Guest Services in a luxury setting; experience in luxury hospitality is preferred.

Qualifications

• Higher School Certificate (HSC) or equivalent.
• Diploma or Certificate in Hospitality Management, Tourism, Front Office, or related field is an advantage.
• Minimum 1-2 years of experience in Front Office, Guest Relations, Concierge, or Guest Services within a hotel or resort environment.
• Experience in a luxury hospitality environment is preferred.

Responsibilities

• The Guest Experience Agent is responsible for delivering personalized and exceptional service to guests throughout their stay.
• The role acts as a key point of contact for guests, ensuring all requests, preferences, and concerns are handled promptly and professionally.
• The Guest Experience Agent collaborates with all hotel departments to create memorable experiences and exceed guest expectations in line with the resort's luxury service standards.

Education

HSC or equivalent

Diploma or Certificate in Hospitality Management, Tourism, Front Office, or related field

Job description

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.

Sparkling in warm Indian Ocean, on a private peninsula wrapped in ribbons of sand, One&Only Le Saint Géran is a vibrant tropical playground where the marvels of Mauritius are revealed in ultimate style. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

About the Role

The Guest Experience Agent is responsible for delivering personalized and exceptional service to guests throughout their stay. The role acts as a key point of contact for guests, ensuring all requests, preferences, and concerns are handled promptly and professionally. The Guest Experience Agent collaborates with all hotel departments to create memorable experiences and exceed guest expectations in line with the resort's luxury service standards.

Key Duties and Responsibilities

Guest Services

• Welcome guests upon arrival and provide a warm, professional first impression.
• Perform check-in and check-out procedures efficiently and accurately.
• Serve as the primary contact for guest inquiries, requests, and concerns.
• Ensure all guest requests are actioned promptly and followed through until completion.
• Anticipate guest needs and provide personalized service at all times.
• Conduct courtesy calls and guest follow-ups during the stay.

Guest Experience & Relations

• Build and maintain positive relationships with guests.
• Recognize repeat guests and special occasions such as birthdays, anniversaries, and honeymoons.
• Handle guest complaints effectively and ensure timely resolution.
• Gather guest feedback and communicate relevant information to management.
• Create memorable moments that enhance guest satisfaction and loyalty.

Coordination & Communication

• Coordinate guest requests with Housekeeping, Food & Beverage, Spa, Recreation, Engineering, and other departments.
• Maintain accurate guest profiles, preferences, and service records.
• Communicate special guest requirements to relevant departments.
• Participate in daily briefings and departmental meetings.

Administrative Duties

• Maintain accurate records in the hotel property management system.
• Prepare guest correspondence, confirmations, and reports as required.
• Ensure compliance with hotel policies and service standards.
• Monitor guest satisfaction scores and assist in improving service levels.

Health, Safety & Security

• Follow all company health, safety, and hygiene procedures.
• Maintain guest confidentiality and data privacy.
• Report accidents, incidents, and hazards immediately.

About You

• Higher School Certificate (HSC) or equivalent.
• Diploma or Certificate in Hospitality Management, Tourism, Front Office, or related field is an advantage.
• Minimum 1-2 years of experience in Front Office, Guest Relations, Concierge, or Guest Services within a hotel or resort environment.
• Experience in a luxury hospitality environment is preferred.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.