Guest Experience Concierge

Rebel Hotel Company; Santa Barbara (CA); On-site; USD 42,000 - 64,000; Full time

Job summary

Rebel Hotel Company is seeking a Guest Experience Agent to be the primary contact for guests before arrival and during their stay, coordinating requests and ensuring a personalized experience across departments.

You will manage phone, email, text, and in-person inquiries with professionalism, log guest preferences in ALICE, and support service recovery and administrative duties as needed.

Responsibilities

• Engage with guests before arrival to confirm stay details and preferences.
• Coordinate pre-arrival arrangements such as transportation, dining, and welcome amenities.
• Partner with Front Desk, Valet, Housekeeping, Food & Beverage to ensure details are completed accurately and on time.
• Serve as a knowledgeable and welcoming resource throughout the guest journey with information about the property and local area.
• Manage internal and external communications by phone, email, text, and in person with a calm, professional approach.
• Answer and route calls promptly, take accurate messages, and protect guest privacy when connecting to rooms or teams.
• Document guest preferences and stay information accurately to support proactive service.
• Use ALICE to log, assign, monitor, follow up on, and close guest requests across departments.
• Monitor open requests and escalate delayed or high-priority matters to leadership as needed.
• Respond to guest concerns with empathy and urgency, and follow through to resolution.

Job description

Rebel Hotel Company is seeking a Guest Experience Agent to be the primary contact for guests before arrival and during their stay, coordinating requests and ensuring a personalized experience across departments.

You will manage phone, email, text, and in-person inquiries with professionalism, log guest preferences in ALICE, and support service recovery and administrative duties as needed.