Guest Experience Agent Full Time

Position Summary:

The Abu Dhabi EDITION is seeking a courteous and attentive Guest Experience Agent to manage guest calls, inquiries, and requests to ensure an exceptional stay experience. In this role, you will handle incoming calls, manage guest requests such as wake-up calls and call forwarding, and relay messages accurately and efficiently. You will assist guests in accessing hotel services, provide information about hotel amenities, and ensure guest satisfaction by following up on requests and resolving any issues.

Key Responsibilities:

• Answer, log, and process all guest calls, requests, questions, and concerns.
• Operate the telephone switchboard, handling calls related to wake-up requests, call forwarding, conference calls, and other guest services.
• Monitor busy or unanswered lines, check back with guests on hold, and take messages as needed.
• Advise guests of any messages received and activate/deactivate guest room message lights.
• Assist guests with internet access and direct technical issues to the appropriate support.
• Test and troubleshoot communication equipment to ensure functionality.
• Handle special requests from guests with unique needs, coordinating with appropriate departments to fulfill requests.
• Dispatch bell staff or valet staff as needed to assist guests.
• Follow company policies, report any incidents to management, and maintain a professional appearance.
• Welcome guests, address their needs proactively, and thank them with genuine appreciation.
• Use clear and professional language when communicating with guests and answering phones.
• Build and maintain positive working relationships with colleagues, supporting the team in achieving goals.
• Adhere to quality assurance standards and ensure consistent service excellence.

Preferred Qualifications:

• Education: High school diploma or G.E.D. equivalent.
• Experience: No prior work experience is required.
• Supervisory Experience: None.
• License/Certification: None.