Job Title: Guest Experience Agent
Reports to: Assistant Front Office Manager and Front Office Manager
Job Description
As a
Guest Experience Agent at
Lazure Hotel & Marina, you will be the first point of contact for our guests, ensuring a seamless and memorable stay. Your role is to provide exceptional customer service, personalize guest experiences, and go above and beyond to exceed expectations. You will assist with check-ins, concierge services, and special requests, ensuring that every guest feels valued and welcomed.
Key Responsibilities
- Personalized Guest Service: Warmly welcome guests upon arrival and ensure a smooth check-in and check-out experience.
- Concierge Services: Provide guests with recommendations and assistance regarding hotel amenities, local attractions, dining options, and activities.
- Problem Resolution: Anticipate guest needs, handle inquiries and complaints with professionalism, and find solutions to ensure guest satisfaction.
- Guest Communication: Maintain clear and effective communication with guests, ensuring all requests are met promptly and efficiently.
- Loyalty & Relationship Building: Recognize repeat guests, personalize their stay, and promote guest loyalty through exceptional service.
- Coordination with Departments: Work closely with housekeeping, F&B, and other departments to fulfill guest requests and enhance the overall guest experience.
- Upselling & Promotions: Inform guests about hotel services, special offers, and experiences to enhance their stay.
- Feedback Collection: Engage with guests to gather feedback and provide insights for continuous improvement of guest services.
Qualifications
- Previous experience in a front office, concierge, or customer service role, preferably in luxury hospitality.
- Strong communication and interpersonal skills, with a guest-focused mindset.
- Ability to multitask and remain calm under pressure in a fast-paced environment.
- Proficiency in English; knowledge of additional languages is a plus.
- Flexibility to work shifts, including evenings, weekends, and holidays.
- Professional appearance, positive attitude, and a passion for delivering outstanding service.
Why Join Us?
At
Lazure Hotel & Marina, we are dedicated to providing world-class hospitality and creating unforgettable experiences for our guests. If you are passionate about service excellence and enjoy making people feel special, we would love to have you on our team!
Apply today and be part of something extraordinary!
