Guest Experience Agent

Key Responsibilities:

• Deliver prompt, friendly and efficient communication to guests via phone, email and chat
• Handle guest inquiries, special requests and complaints with a customer-first mindset
• Monitor upcoming guest arrivals and departures to ensure operational readiness
• Coordinate with housekeeping, maintenance and operations to resolve issues swiftly
• Escalate urgent matters appropriately and ensure timely follow-ups
• Support guests with check-in/out processes and property access
• Maintain accurate records of all guest communications and resolutions
• Contribute to internal knowledge bases and process improvements
• Achieve performance metrics such as CSAT (Customer Satisfaction Score) and response times

Qualifications and Skills:

• 2+ years in customer support, hospitality or a related role
• Excellent verbal and written English communication skills
• Ability to multitask and remain calm under pressure
• Tech-savvy with CRM and ticketing tools (e.g., Zendesk, Freshdesk)
• Willingness to work in shifts, including weekends and public holidays
• A positive, problem-solving attitude with high attention to detail