Guest Experience Agent

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Job summary – Be the link between the guest and the hotel pre-arrival, during the stay and post-stay ; oversee the guest needs during their stay and help the guest with reservations, special requests, room and hotel orientation. Be responsible for gathering preferences and information so the guest recognition is ensured for his next visits; keep a critical eye on room cleanliness, brand standards, and have a thorough knowledge on the functioning of room features, hotel facilities and equipment. Maintain Rosewood high standards of service and hospitality at all times.

Essential Duties and Responsibilities – This list of essential functions is not exhaustive and may be supplemented as necessary. The following are specific responsibilities and contributions critical to the successful performance of the position:

• Be able to perform job functions with attention to detail, speed, and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
• Provide a courteous, professional, efficient and flexible service always. Be well groomed, clean and pleasant.
• Report for duty on time in accordance with company policy and adhering to grooming standards, for the shift handovers.
• Have a full knowledge of the company philosophy, core values, responsibilities, daily activities of the day and all about the hotel facilities such as Fitness Center, Pool, Restaurant, Bar, etc.
• Register all the information, updates and instruction learned during the day before leaving the office.
• Follow all the guest needs until they are completed to the total guest satisfaction and Rosewood Standards.
• Keep the guest’s agenda daily and have a track of the location where the guests are.
• Welcome the guest by the main entrance depending, when pertinent.
• Greet all suite guests and escort to allocated room.
• Register and regular updating in Guest Experience Pass On for all known details of guest’s movement, activity, plan, schedule, F&B order, special amenity, allocation change, room move, etc. Ensure all items for next are passed over according to the standards in place.
• Register guest in the commodity of their suite, respecting all the set standards by Front Office.
• Offer suite orientation to the arrival guests following all, Forbes, LQA and Rosewood standards.
• Extend special attention to suites occupied by families according to the culture.
• Conduct final inspection of room to ensure respect of special requests and ensure amenity is refreshed daily.
• Inform the housekeeping department of the time desired for the daily cleaning and turn-down service.
• Make aware all the hotel departments about guest dietary restrictions and food preferences.
• Be fully conversant with all services and facilities offered by the hotel.
• Be fully conversant with new promotions, Menu changes, scheduled in-house guest activities, daily house counts and expected arrivals and departures.
• Be fully conversant with accommodation features: lay-out, room type, location décor, in room facilities and equipment.
• Be able to upsell larger suites, flowers, massages, in-house restaurants reservations, private dining, etc, as per guest’s preferences.
• Prepare arrival and departure gifts to be given to the guest, when required.
• Monitor operating supplies and reduce spoilage and wastage.
• Host and welcome all guests in a gracious and polite manner; to have the ability to hold a conversation with the guest in a natural and spontaneous manner.
• Ensure verbiage is correspondent to a Forbes 5 Star environment, whilst avoiding phrase fragments & industry jargon.
• Serve our guests in a calm, discrete and courteous manner, respecting timing standards.
• Operate and coordinate with relevant departments the ins and outs of the room and optimize service while the guest is away as often as possible (single entry program).
• Inspect suites during guest’s stay to obtain preferences, such as sleeping, F&B or other pertinent preferences.
• Conduct daily calls to verify guests’ well-being and ensure their comfort.
• Keep a critical eye during the process of room inspection and to report any default equipment to the proper departments.
• Anticipate guest needs, respond promptly and acknowledge all guests, however busy or whatever time of the day.
• Update the SAG Report daily, including verifying any changes.
• Handle guest enquiries either by telephone or in person in a courteous and efficient manner and report guest complaints or problems via Knowcross (Unifocus) and assure follow up with guests.
• Bid farewell to the guest outside of the suite or in lobby
• Fill out the internal communication forms when needed.
• Be very familiar with the Room division/Front office policies and procedures
• Attend and contribute to necessary staff meetings, Departmental and Hotel training as scheduled and other related activities.
• Project at all times a positive and motivated attitude and exercise self-control.
• Carry out any other reasonable duties and responsibilities as assigned by Assistant Director of Clienteling or other supervisor, as needed.

Standard Responsibilities

• Be a “brand ambassador” at all times and e nsure brand integrity and clarity are always maintained.
• Model the company’s culture, vision, mission and core values at all times.
• Take on other tasks in addition to ones stated, in a reasonable timeframe
• Comply and adhere to all Rosewood company policies.

Experience –

• Minimum two year’s hotel reservation, guest services, housekeeping, and/or front office experience in a luxury hospitality environment is preferred.

General Skills –

• Excellent organizational skills, flexibility.
• Excellent interpersonal skills. Superior oral/written communication skills; ability to interact successfully with all levels.
• Excellent telephone etiquette.
• Tact and good judgment and proven experience interacting with customers and hotel management.

Technical Skills –

• Efficient technical skills in Word, Excel, Outlook along with good internet navigation skills

• Experience with hotel PMS systems and operational proficiency.

Education or Certification -

• TABC Certified preferred

Language -

• Required to speak, read and write English, with fluency in other languages preferred

Others –

• While this is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.