Guest Experience Agent
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Job Location:
Monthly Salary:
Posted on:
13 hours ago
Vacancies:
1 Vacancy
Job Summary
As a Guest Experience Agent you are responsible for curating personalised and memorable guest experiences throughout the stay. Acting as a key point of contact for in-house guests you proactively engage anticipate needs resolve concerns and ensure every interaction reflects the luxury standards and brand values of Fairmont.
Key Responsibilities
- Welcome and engage with guests in public areas fostering genuine connections
- Anticipate guest preferences and deliver tailored experiences
- Handle guest inquiries special requests and concerns promptly and professionally
- Proactively follow up on guest satisfaction throughout the stay
- Coordinate amenities celebrations and personalized touches for VIPs repeat guests and special occasions
- Manage and resolve guest complaints with empathy and efficiency
- Take ownership of service recovery ensuring timely follow-up and guest satisfaction
- Monitor guest feedback platforms and internal reports to identify improvement opportunities
- Maintain detailed records of guest preferences and service actions in the system
- Liaise closely with Housekeeping Front Office Food & Beverage Concierge and other departments to ensure seamless service delivery
- Ensure guest requests are communicated clearly and executed to luxury standards
- Support operational teams in delivering consistent high-quality guest experiences
Qualifications :
- Diploma or degree in Hospitality Management or a related field preferred
- Previous experience in Guest Relations in a luxury hotel and/or resort
- Excellent verbal and written communication skills in English (additional languages are an asset)
- Strong emotional intelligence and problem-solving skills
- Ability to handle sensitive situations with discretion and professionalism
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Bilingual
- Linux Administration
- Documentation
- LNG
- Entry Level Finance
About Company
As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a com ... View more
