Guest Experience Agent – Front Office (Reception)

About the role

We are seeking a friendly, professional, and guest-oriented Guest Experience Agent to join our Front Office team. The successful candidate will be responsible for delivering a warm welcome, providing efficient check-in and check-out services, handling guest enquiries, and ensuring a smooth and memorable stay in accordance with the hotel's service standards.

Key responsibilities

• Welcome guests warmly and provide professional, courteous service at all times.
• Handle guest check-in and check-out procedures accurately and efficiently.
• Manage room reservations, guest registration, room assignments, and billing arrangements.
• Respond to guest enquiries, requests, and complaints promptly and professionally.
• Provide accurate information about hotel facilities, services, and local attractions.
• Coordinate with Housekeeping, Engineering, Security, and other departments to fulfil guest requests.
• Maintain accurate guest records and ensure proper handling of payments and room charges.
• Handle telephone calls, messages, and guest requests in a timely manner.
• Maintain confidentiality of guest information and comply with hotel policies and procedures.
• Assist in resolving guest concerns to enhance overall guest satisfaction.