Guest Experience Agent voco

The Guest Experience Agent is the face of the hotel, responsible for creating a welcoming and personalized arrival and departure experience for all guests. This role goes beyond traditional front desk duties by focusing on relationship-building, anticipating guest needs, and ensuring every interaction contributes to a memorable stay. Ideal candidates are warm, attentive, detail-oriented, and passionate about hospitality.

YOUR DAY-TO-DAY:

• Greet guests warmly upon arrival, assist with check-in/check-out procedures, and provide information about the hotel and local area.
• Deliver personalized service by recognizing returning guests, noting preferences, and offering tailored recommendations.
• Respond promptly to guest inquiries, concerns, and requests both in person and via phone/email with professionalism and efficiency.
• Coordinate with housekeeping, concierge, food & beverage, and other departments to ensure guest expectations are met or exceeded.
• Proactively identify opportunities to delight guests and enhance their stay (e.g., celebrating birthdays, offering upgrades).
• Monitor and act on guest feedback (direct, online reviews, in-stay surveys) to continuously improve the guest experience.
• Maintain accurate guest records and communication logs in the Property Management System (PMS).
• Handle cash, credit card transactions, and billing in accordance with hotel standards.
• Promote hotel services, amenities, and loyalty programs to enhance guest satisfaction and encourage repeat visits.
• Uphold brand standards and ensure a consistently high level of service and presentation.

WHAT WE NEED FROM YOU:

• Previous experience in a guest-facing hospitality role (front desk, concierge, guest relations) preferred.
• Excellent interpersonal and communication skills.
• Strong problem-solving ability and a calm, professional demeanor.
• Knowledge of hotel operations and systems (e.g., Opera, Fidelio, or other PMS).
• Passion for delivering outstanding customer service and going the extra mile.
• Multilingual abilities are an asset.
• Flexibility to work shifts, including evenings, weekends, and holidays.