Guest Experience Agent

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7etpbd

Enjoy the Team at Chia Laguna Resort

We are looking for two Guest Experience Agent who will be responsible for ensuring exceptional guest experiences by providing personalized attention, enhancing the overall quality of service in all the areas of the resort.

This role requires strong interpersonal, problem-solving, and leadership skills to maintain high levels of guest satisfaction.

Main Duties & Tasks:
- Handle the Guestâs request during the pre-arrival phase of the reservation, following the Departmentâs Procedures and SOPs.
- Anticipates and identifies guests and Vipâs desirers/expectations.
- Ensures an high level of excellence in customer service: guests needs are met and, where possible, exceeded.
- Welcomes and acknowledges all guests upon their arrival at the Guest Experience Desk in a professional and respectful manner, with smile and kindness.
- Creates tailor-made and personalized itineraries for the Guests, supporting the team in creating the perfect itineraries in a pre-arrival phase and during the stay, guests and revenue oriented.




- Manage and follow up guestsâs complaint, finding recovery solutions.
- Supports GEM to communicate efficiently with the team (hotels operations) to contribute to maintaining a positive attitude among the team members, and to check that procedures and standards are followed by the rest of the team too.
- Has a very attentive eye for details and looks at things through guestsâs eyes trying to analyze context around her/him with a guestâs perspective.
- Supervises the experience office & desks during dedicated timing of the day, being available to guests and colleagues, being a point of contact & reference.
- Monitor guest's satisfaction during their stay, by listening to their feedback, developing, if necessary, recovery actions or special treatment for unsatisfied guests, identifying areas of development and improvement.
- Coordinates for guests, together with the three front desk teams, all the transportation services

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7etpbd