Guest Experience Expert
Core
Deliver seamless, personalized guest experiences across Front Desk and Service Experience functions, managing arrivals, departures, reservations, and guest requests to ensure an effortless stay.
Role type
Guest Experience Expert (Front Office)
Builds
Guest check-ins, check-outs, room allocations, billing, and reservations
Domain
Hospitality / Luxury Hotel
Deliverable
product features
Required skills
Guest engagement, conflict resolution, upselling, OPERA PMS, administrative accuracy, time management
Responsibilities
Manage guest arrivals and departures including check-ins, check-outs, room allocations, and billing; Handle guest enquiries via phone with professionalism and efficiency; Take reservations ensuring accuracy; Coordinate guest requests and liaise with internal departments; Anticipate guest needs and confidently upsell rooms and hotel experiences; Resolve guest concerns with discretion and empathy; Maintain accuracy in administrative tasks including payments and room key management.