Job Mission

The Guest Experience Agent meets the daily operations of the department, committing to achieving excellence in customer satisfaction.

Responsibilities

• Comply with the attributes, standards and manuals that apply in their department, as well as ensure compliance in other areas.
• Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.
• Efficiently use the different customer experience management tools. Be aware of the Voice of the Customer results, complying with the defined improvement plans.
• Manage the guests’ digital experience, according to the global strategy.
• Manage customer incidents, following the established protocols.
• Comply with Sensory Architecture in the different areas of the hotel, in terms of lighting, decoration, aroma and background music.
• Verify material orders following the set product guidelines, fo...