Guest Experience Agent Kimpton

Day-to-Day Activities of a Guest Experience Agent

Handling Guest Inquiries:

Answering phone calls and responding to guest inquiries promptly and professionally.

Providing information about room availability, rates, hotel amenities, and local attractions

Managing Reservations:

Assisting guests with making, modifying, and canceling reservations over the phone.

Ensuring that all reservation details are accurately recorded in the hotel's system

Guest Interaction:

Greeting guests upon arrival and providing a warm welcome.

Assisting guests with check-in and check-out processes, ensuring a smooth and efficient experience

Coordinating Guest Services:

Handling special requests, such as arranging transportation, booking restaurant reservations, and organizing tours.

Communicating with other departments to ensure guest requests are fulfilled promptly

Problem-Solving and Issue Resolution:

Addressing and resolving any guest complaints or issues promptly and effectively.

Escalating complex issues to the appropriate department or supervisor if necessary

Maintaining Knowledge of Hotel and Local Area:

Staying informed about hotel services, promotions, and events to provide accurate information to guests.

Keeping up-to-date with local attractions, restaurants, and activities to offer recommendations

Administrative Tasks:

Maintaining accurate records of guest interactions and requests.

Preparing reports on guest feedback and satisfaction

Ensuring Safety and Security:

Monitoring the lobby area and ensuring the safety and security of guests and staff.

Responding to emergency situations and coordinating with security personnel as needed

Skills and Qualities Needed

Strong Communication Skills:

Ability to communicate clearly and effectively with guests, staff, and local businesses.

Interpersonal Skills:

Building rapport and maintaining relationships with guests and colleagues.

Problem-Solving Skills:

Addressing and resolving issues promptly and effectively.

Organizational Skills:

Managing multiple tasks and maintaining detailed records efficiently.

Knowledge of Local Area:

Staying informed about local attractions, events, and services to provide accurate recommendations.

What we need from you

Ideally, you'll have some or all of the following competencies and experience we're looking for:

Bachelor s degree, higher education qualification or equivalent in Hotel Administration / Business Administration

Two to Three years prior tenure in a similar role

International luxury hotel chain background

GCC exposure