Guest Experience Agent

About the Role

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 acts as the epicenter of the department, coordinating back-of-the-house butler and front office services to create a seamless guest experience. The role is mainly charged with the pre-arrival phase to preserve the guest experience, personalizing interactions via email or phone to guide guests through the process while remaining intuitive to their needs and wants. As an ambassador of the hotel, the agent takes the lead in ensuring pre-arrival notes are translated effectively into property management systems, applications, and necessary departments.

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