Guest Experience Agent

Job Description

This key role encompasses a spectrum of responsibilities from pre-arrival, arrival, in-house, departure and post-stay arrangements. Reporting to the Butler and Front Office Managers, the Guest Experience Agent ensures that the highest level of hospitality and brand standards are delivered through seamless coordination and administrative duties.

The Guest Experience Agent will act as the epicenter of the department, coordinating back‑of‑the‑house butler and front office services for a seamless guest experience. Mainly in charge of pre‑arrival to preserve the guest experience, the Agent personalizes interactions via email or phone with the aim to guide guests through the pre‑arrival process, while being intuitive of their needs and wants. The Agent is an ambassador of the hotel, taking the lead in ensuring pre‑arrival notes are translated effectively into the property management systems and applications, and to necessary departments.

A well‑rounded and skillful individual, the Agent possesses a general understanding of front office, housekeeping, food & beverage, spa, concierge and other touch points.

• Previous experience in front office, concierge and/or spa is preferred.
• Strong organizational skills and the ability to maintain performance under high pressure.
• Excellent communication skills, both written and verbal, including record‑keeping and endorsement.
• Possess strong interpersonal skill and deep understanding and acceptance of multi‑cultural customs.
• Creative and service oriented with keen eye for detail.
• Results driven, with the ability to demonstrate initiative and work under minimal supervision.
• Working knowledge of relevant software (PMS system, MS Office Suite) – prior knowledge of Opera, Alice (or other itinerary building software – e.g., Spa Soft), and HotSoS is preferred.

• Hourly Wage:
  Intro rate of $27.00 – after 90 days full rate of $30.00.
• Employee benefit card offering discounted rates in Accor worldwide for you and your family.
• Personalized development opportunities across Accor's extensive brand portfolio.
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21.

$27-$27