Guest Experience Expert

Position Summary

At our property, the guest journey is more than just a check-in and check-out—it’s about creating memorable, personalized experiences. As a Guest Experience Expert, you will be at the heart of that journey, providing attentive service and insightful guidance throughout each guest’s stay.

You’ll be empowered to take ownership of guest interactions, resolve concerns proactively, and highlight local offerings that enrich the stay experience. Whether assisting with reservations, managing guest requests, or offering tailored recommendations, your role will ensure every moment feels seamless, genuine, and unique.

Key Responsibilities

• Welcome guests warmly and assist with check-in/check-out procedures using hotel systems.
• Anticipate and respond to guest needs promptly and professionally throughout their stay.
• Offer insights into the property’s amenities and local attractions to personalize each stay.
• Coordinate with departments to fulfill guest requests, including special accommodations or service enhancements.
• Process payments accurately, issue keys, and verify guest information and billing.
• Maintain up-to-date knowledge of hotel services, promotions, and events.
• Complete necessary reports and documentation accurately and efficiently.
• Maintain the cleanliness and organization of the front desk and lobby area.

Work Standards & Conduct

• Comply with all safety protocols, data privacy policies, and operational standards.
• Maintain a neat, professional appearance and wear designated uniform at all times.
• Communicate using clear, professional, and respectful language with guests and team members.
• Uphold service excellence by aligning with quality assurance standards and company values.
• Move, lift, carry, push, and pull items up to 10 pounds unassisted and perform physical tasks such as standing or walking for extended periods.

Preferred Qualifications

• Education: High school diploma or G.E.D. equivalent
• Work Experience: No prior experience required; customer service or hospitality background is a plus
• Supervisory Experience: Not required
• License/Certification: None required

Ideal Candidate Profile

• Friendly, outgoing, and passionate about delivering exceptional guest service
• Adaptable and comfortable in a fast-paced environment
• Detail-oriented with strong communication and interpersonal skills
• Eager to learn and contribute to a positive team culture