Guest Experience Agent

Overview

Assist guests throughout stay with attentive, luxury service and support.

Key Responsibilities

• wake‑up calls
• call management
• complaint logging
• telephone monitoring
• guest assistance
• policy compliance

Tasks

-Accept, record and deliver wake-up calls. -Maintain complete knowledge of all hotel guests, in-house groups, hotel extension numbers, all special requests (DND, screen calls, NRG, etc.), hours of operation of each outlet and features and services provided by the hotel. -Resolve guest complaints, ensuring guest satisfaction. -Accept and process all guest requests for screening calls, do not disturb, call forwarding, conference calls, non-registered guest, monitor telephone system problems and maintain log of such and assist in emergency situations as central communication center for hotel -Maintain complete knowledge of and comply with all departmental policies/service procedures/standards. -Document all guest complaints or problems; notify designated department/ personnel for resolving the situation; follow up to ensure completion and guest satisfaction. -Monitor and maintain cleanliness, sanitation and organization of assigned work areas. -Provide callers with accurate information on hotel facilities and services. -Assist with the immediate acknowledgement of all guests and assisting all guests throughout lobby and reception area with all requests (i.e. registration, check-out, special requests or preferences, itinerary, etc.

Requirements

• word
• excel
• account management
• multitasking
• communication
• organizational

What You Bring

-Must be able to handle multiple tasks and projects daily. -Must be able to read and write to facilitate the communication process. -Requires good communication skills, both verbal and written. -Must have excellent interpersonal and sales-related skills. -Must be able to speak, read, write and understand the primary language(s) used in the workplace. -Must possess basic computer skills, including Word, Lotus, Excel, and Account Management software. -Must be able to work independently with little or no supervision. -Must have exceptional organizational skills.

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About Faena

-Founded with a vision to blend art, design, and luxury into every experience. -A pioneer in transforming urban spaces through its iconic hotels, residences, and cultural institutions. -The company has developed some of the most luxurious and artistic resorts worldwide. -Known for its high-end properties, including hotels, residences, and commercial spaces. -Specializes in creating immersive environments where architecture meets culture and luxury. -Projects span across major global cities, focusing on luxury, art, and hospitality design. -They consistently collaborate with renowned architects, artists, and designers. -Recognized for its cutting-edge architectural designs and commitment to delivering exceptional experiences.

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