Guest Experience Agent

Job Summary

• The Guest Service Agent efficiently manages all internal and external calls, emails, and guest requests while acting as the main liaison between guests and resort departments. The role coordinates pre-arrival arrangements, creates itineraries, makes reservations and bookings, and ensures all guest requests are communicated, monitored, and completed according to One&Only Brand Standards. The position requires excellent customer service, communication, multitasking, problem-solving, and proficiency in Microsoft Office, ALICE, Opera Cloud, SAGA, SevenRooms, OpenTable, and ReviewPro Guest Messaging Hub GMH.

Key Duties & Responsibilities

Development

• Carry out assigned tasks with honesty, transparency, and integrity.
• Maintain professional relationships with guests and colleagues.
• Communicate effectively and support a collaborative team environment.
• Participate in team meetings, inductions, and pre-shift briefings.
• Assist with workflow planning and capacity management to ensure optimal guest service coverage.

Product

• Act as a One&Only Brand Ambassador.
• Adhere to company ethics, anti-bribery policies, SOPs, quality standards, and brand standards.
• Maintain confidentiality, workplace discipline, and company philosophy.

Operations

• Manage, coordinate, and follow up on all guest requests through ALICE, phone, radio, email, and GMH.
• Create itineraries and arrange restaurant reservations, spa appointments, activities, and transportation.
• Inform departments of pre-arrival requests and maintain guest preferences, allergies, and profiles in SAGA.
• Manage Refreshment Centre requests, Lost & Found shipments, airport luggage follow-up, third-party amenities, and wake-up calls.
• Respond to guest requests within required service standards.
• Update guest incidents, profiles, affiliations, and room information in OPERA CLOUD and SAGA.
• Monitor Rooms Management in OPERA and support Front Office/Concierge when required.
• Maintain accurate handovers and communicate pending tasks.
• Demonstrate full knowledge of room categories, property facilities, dining venues, events, activities, amenities, and local attractions.
• Maintain professional communication with guests via telephone, email, and GMH.
• Follow all operational procedures, communication standards, PPE, grooming, hygiene, safety, and company policies.

Quality

• Coordinate guest requests between Front Office, Housekeeping, and other departments.
• Contact guests prior to arrival, ensure special requests are fulfilled, and personalize the guest experience.
• Support spa, dining, activity, and amenity coordination.
• Ensure prompt response to guest issues through ALICE or telephone.
• Deliver exceptional telephone and email etiquette, answer calls within 3 rings, and respond to Guest Service requests within established timeframes.
• Improve guest satisfaction through effective complaint handling, problem resolution, and personalized service.

Skills, Experience & Educational Requirements

• Education: High School completed University Degree optional.
• Experience: Minimum 2 years in a similar role.
• Language: English 90% proficiency.
• Systems: Microsoft Office, OPERA PMS, ALICE, SAGA, SevenRooms, OpenTable, ReviewPro GMH.
• Key Skills: Organized, multitasking, analytical, customer-oriented, strong interpersonal skills, excellent telephone etiquette, positive attitude, mental agility, and ability to work well under pressure.