Guest Experience Expert

The Guest Experience Expert plays a key role in creating memorable and personalized guest experiences from arrival to departure. This role goes beyond traditional check-in/check-out responsibilities to encompass a wide range of guest services. Guest Experience Experts are empowered to anticipate guest needs, provide local insights, process operational tasks, and take initiative to ensure every guest interaction is smooth, meaningful, and aligned with the brand’s service culture.

Key Responsibilities

• Provide guests with a seamless and welcoming check-in and check-out process.
• Assist guests throughout their stay with inquiries, requests, and personalized recommendations.
• Take ownership of guest issues and follow through to resolution, ensuring satisfaction.
• Share knowledge of the hotel, its amenities, and local area highlights to enhance the guest experience.
• Process operational needs such as room changes, guest requests, and internal reports efficiently and accurately.
• Maintain a professional appearance and adhere to brand standards of personal presentation and communication.
• Protect company assets, ensure confidentiality, and comply with safety and security procedures.
• Maintain a clean and organized work environment that reflects quality and professionalism.
• Follow all company policies, procedures, and service standards consistently.
• Perform other reasonable duties as requested by supervisors to support overall hotel operations.

Physical Requirements

• Stand, sit, or walk for extended periods of time.
• Move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.
• Perform job responsibilities while remaining active and mobile in a hands-on work environment.

Preferred Qualifications

• Education: High school diploma or GED equivalent
• Experience: No prior related work experience required
• Supervisory Experience: None
• License/Certification: Not required