Guest Experience Specialist

2 weeks ago

Toronto, Ontario, Canada X Hotel Toronto Full time

About the Role

The Guest Experience Specialist is a crucial role in creating unforgettable and tailored experiences for every guest. This position requires a highly driven, compassionate, and meticulous individual with a passion for hospitality. The Guest Experience Specialist will be responsible for anticipating guest needs, exceeding expectations, and ensuring a smooth and outstanding guest journey from pre-arrival to post-departure.

Core Responsibilities

Guest Relations & Personalization:

Proactively anticipate guest needs and preferences.

Personalize guest interactions and create customized experiences.

Build solid relationships with guests and foster loyalty.

Manage guest profiles and preferences in the hotel system.

Handle guest requests and inquiries with efficiency and grace.

Problem Resolution & Complaint Handling:

Address guest complaints and resolve issues promptly and effectively.

Empowered to make decisions to ensure guest satisfaction.

Escalate complicated issues to management as needed.

Follow up with guests to ensure their satisfaction after issue resolution.

Pre-Arrival & Post-Departure Communication:

Manage pre-arrival communication with guests, including welcome emails, special requests, and confirmations.

Handle post-departure communication, including thank you emails, feedback requests, and digital review management.

Concierge Services & Local Expertise:

Provide concierge services, including recommendations for nearby attractions, restaurants, and activities.

Assist guests with booking tours, transportation, and additional services.

Maintain current knowledge of the local area and events.

Collaboration & Communication:

Collaborate with other hotel departments (e.g., housekeeping, food & beverage) to ensure smooth guest experiences.

Communicate effectively with guests and colleagues.

Share guest feedback and insights with appropriate teams.

Guest Feedback & Review Management:

Monitor web-based reviews and guest feedback.

Respond to reviews in a polished and prompt manner.

Identify trends in guest feedback and recommend improvements.

Qualifications and Requirements

Education: High School Diploma or equivalent required. A degree or diploma in Hospitality Management or a relevant field is preferred.

Experience: Minimum three years of experience in a customer-facing role within the hospitality/service industry.

Requirements:

Outstanding communication and interpersonal skills.

Robust problem-solving and conflict resolution abilities.

Superb customer service orientation with a true passion for guest satisfaction.

Solid organizational and time management skills.

Proficiency in using Property Management Systems (PMS) and other applicable software.

Ability to work independently and as part of a team.

Keen attention to detail and accuracy.

Ability to work variable hours, including evening, overnight, weekends, and holidays.

If you are a vibrant and seasoned hospitality professional with a passion for delivering remarkable guest experiences, we invite you to join our team as a Part-Time Guest Experience Specialist at Hotel X Toronto

Job Type: Part-time

Pay: $23.00-$27.00 per hour

Expected hours: 20 – 40 per week

Work Location: In person

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