Guest Experience
Core
Creating exceptional, personalized, and memorable experiences for guests throughout their entire journey, from pre-arrival to departure, serving as a key point of contact for Mondrian lifestyle hotels.
Role type
Guest Experience Agent (Luxury Hospitality)
Builds
Personalized guest journeys, VIP arrivals, bespoke experiences, and memorable moments
Domain
Luxury hospitality and lifestyle
Required skills
Guest relations, service recovery, conflict resolution, problem-solving, guest profile management, cross-departmental collaboration, luxury hospitality standards, proactive service, emotional intelligence, brand awareness
Preferred skills
Additional languages, guest engagement initiatives, special events coordination
Responsibilities
Welcome guests and provide personalized attention, coordinate VIP arrivals and special occasions, handle guest inquiries and complaints, maintain guest profiles in the hotel management system, provide recommendations on facilities and local attractions, monitor guest satisfaction and feedback, collaborate with Front Office, Housekeeping, F&B, and Concierge, ensure interactions reflect brand identity, follow privacy procedures, support guest engagement initiatives.
Seniority
Individual Contributor, entry to mid-level