Guest Experience

Company Description

Why work for Accor? We are much more than a global leader. We welcome you as you are, and you can find a job and a brand that matches your personality. We support you to grow and learn every day, ensuring that work gives purpose to your life, so that during your journey with us, you can continue exploring the limitless possibilities of Accor. By joining Accor, every chapter of your story is yours to write, and together we can imagine the hospitality of tomorrow. Discover the life that awaits you at Accor, visit https://careers.accor.com/ Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Job Description

Position Summary

The Guest Experience Agent is responsible for creating exceptional, personalized, and memorable experiences for guests throughout their entire journey, from pre-arrival to departure. This role serves as a key point of contact, anticipating guest needs, building meaningful connections, and ensuring every interaction reflects Mondrian's distinctive lifestyle, personality, and service standards.

Key Responsibilities

• Welcome guests warmly and provide personalized attention, ensuring a seamless and memorable arrival and departure experience.
• Proactively engage with guests to identify their preferences, anticipate needs, and create opportunities to exceed expectations.
• Coordinate and oversee VIP arrivals, special occasions, personalized amenities, and bespoke guest experiences.
• Maintain regular communication with guests throughout their stay, ensuring requests and expectations are consistently met.
• Handle guest inquiries, feedback, and complaints with professionalism, empathy, and effective problem-solving, following through until resolution.
• Collaborate closely with Front Office, Housekeeping, Food & Beverage, Concierge, and other departments to ensure seamless service delivery.
• Maintain accurate and updated guest profiles, preferences, special requests, and relevant information in the hotel management system.
• Provide recommendations and personalized information about hotel facilities, dining experiences, lifestyle offerings, local attractions, and cultural activities.
• Monitor guest satisfaction and online feedback, identifying service opportunities and communicating relevant insights to management.
• Identify opportunities to personalize experiences, create memorable moments, and build guest loyalty.
• Ensure all guest interactions reflect Mondrian's brand identity, service philosophy, and quality standards.
• Follow established procedures regarding guest privacy, confidentiality, and handling of sensitive information.
• Support the coordination of guest engagement initiatives, special events, and in-house experiences.

Requirements

Requirements & Qualifications

• Previous experience in Guest Relations, Guest Experience, Front Office, or a similar position within luxury or lifestyle hospitality.
• Fluent English, both written and spoken; additional languages are an advantage.
• Excellent communication, interpersonal, and relationship-building skills.
• Strong service recovery, conflict resolution, and problem-solving abilities.
• Highly organized, proactive, detail-oriented, and capable of multitasking.
• Strong knowledge of luxury hospitality standards and guest service excellence.
• Ability to work collaboratively across departments and adapt to a dynamic environment.
• Genuine passion for hospitality, guest engagement, and creating memorable experiences.

Additional Information

Core Competencies

• Guest-Centric Mindset
• Emotional Intelligence
• Proactive Service & Anticipation
• Communication & Interpersonal Skills
• Problem-Solving & Decision-Making
• Attention to Detail
• Teamwork & Collaboration
• Brand Awareness and Lifestyle Hospitality