Guest Experience Agent

Job description

Key Responsibilities: • Deliver prompt, friendly and efficient communication to guests via phone, email and chat • Handle guest inquiries, special requests and complaints with a customer-first mindset • Monitor upcoming guest arrivals and departures to ensure operational readiness • Coordinate with housekeeping, maintenance and operations to resolve issues swiftly • Escalate urgent matters appropriately and ensure timely follow-ups • Support guests with check-in/out processes and property access • Maintain accurate records of all guest communications and resolutions • Contribute to internal knowledge bases and process improvements • Achieve performance metrics such as CSAT (Customer Satisfaction Score) and response times Qualifications and Skills: • 2+ years in customer support, hospitality or a related role • Excellent verbal and written English communication skills • Ability to multitask and remain calm under pressure • Tech-savvy with CRM and ticketing tools (e.g., Zendesk, Freshdesk) • Willingness to work in shifts, including weekends and public holidays • A positive, problem-solving attitude with high attention to detail