Guest Experience Specialist - Overnight

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 detailoriented 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 prearrival to postdeparture.

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.

• Problem Resolution & Complaint Handling:
  • 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.

• PreArrival & PostDeparture Communication:
  • Manage prearrival communication with guests including welcome emails special requests and confirmations.
  • Handle postdeparture 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 uptodate knowledge of the local area and events.

• Collaboration & Communication:
  • 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.

• Night Audit Responsibilities:
  • Perform basic night audit functions such as running reports and balancing accounts.
  • Ensure accurate recording of all daily transactions.

• Security and Safety:
  • Conduct regular security checks of the hotel premises ensuring the safety and wellbeing of guests and staff.
  • Respond to emergencies and security incidents according to established protocols.
  • Monitor surveillance systems and report any suspicious activity.

QUALIFICATIONS AND SKILLS

• 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 guestfacing role within the hospitality/service industry.

• Skills:
  • Exceptional communication and interpersonal skills.
  • Strong problemsolving 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 overnight weekends and holidays.
  • Valid Ontario G2 Drivers License

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 FullTime Overnight Guest Experience Specialist at Nobu Hotel Toronto.

Apply now to be part of a luxury hotel experience that exemplifies excellence in service and hospitality.