Guest Experience

Descripción de la empresa

¿Por qué trabajar para Accor? Somos mucho más que un líder mundial. Te damos la bienvenida tal como eres y puedes encontrar un trabajo una marca que coincida con tu personalidad. Te apoyamos para que crezcas y aprendas cada día, asegurándonos de que el trabajo le dé propósito a tu vida, para que durante tu viaje con nosotros, puedas seguir exporando las posibilidades ilimitadas de Accor. Al unirte a Accor, cada capítulo de tu historia es suyo para escribir y juntos podemos imaginar la hospitallidad del mañana. Descubre la vida que te espera en Accor, visita https://careers.accor.com/ ¡Haz lo que amas, cuida el mundo, atrévete a desafiar el status quo! #BELIMITLESS

Descripción del empleo

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.

Requisitos

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.

Información adicional

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