Guest Experience Agent

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