Guest Experience Agent
Core
Oversee daily operations of the guest services department and supervise a team including front desk, concierge, and housekeeping staff to ensure high standards of service and guest satisfaction.
Role type
Guest Experience Supervisor
Builds
Operational excellence in guest services, team performance, and guest satisfaction metrics
Domain
Hospitality / Hotel Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, conflict resolution, hotel operations knowledge, guest services management, staff training and evaluation, scheduling management, safety compliance monitoring, data analysis for guest satisfaction, multitasking, problem-solving
Preferred skills
Hospitality Management degree, Certified Guest Service Professional (CGSP) certification
Technologies
Hotel management software, Microsoft Office Suite (Word, Excel, Outlook)
Responsibilities
Oversee daily operations of the guest services department, Supervise and guide the guest services team, Handle guest inquiries, complaints, and requests, Monitor guest feedback through surveys and reviews, Train, mentor, and evaluate guest services staff, Ensure smooth check-in and check-out processes, Collaborate with other hotel departments, Monitor and maintain the quality and cleanliness of guest-facing areas, Assist with staffing schedules, Ensure compliance with safety and cleanliness standards, Analyse and report on guest satisfaction metrics
Seniority
Mid-level Supervisor