Guest Experience Agent
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Company Description
#BeLimitless
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining an Accor brand, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.
Do what you love; care for the world; dare to challenge the status quo! #BELIMITLESS
Job Description
As a Guest Experience Agent, you are responsible for curating personalised and memorable guest experiences throughout the stay. Acting as a key point of contact for in-house guests, you proactively engage, anticipate needs, resolve concerns, and ensure every interaction reflects the luxury standards and brand values of Fairmont.
Key Responsibilities
• Welcome and engage with guests in public areas, fostering genuine connections
• Anticipate guest preferences and deliver tailored experiences
• Handle guest inquiries, special requests, and concerns promptly and professionally
• Proactively follow up on guest satisfaction throughout the stay
• Coordinate amenities, celebrations, and personalized touches for VIPs, repeat guests, and special occasions
• Manage and resolve guest complaints with empathy and efficiency
• Take ownership of service recovery, ensuring timely follow-up and guest satisfaction
• Monitor guest feedback platforms and internal reports to identify improvement opportunities
• Maintain detailed records of guest preferences and service actions in the system
• Liaise closely with Housekeeping, Front Office, Food & Beverage, Concierge, and other departments to ensure seamless service delivery
• Ensure guest requests are communicated clearly and executed to luxury standards
• Support operational teams in delivering consistent, high-quality guest experiences
Qualifications
• Diploma or degree in Hospitality Management or a related field preferred
• Previous experience in Guest Relations in a luxury hotel and/or resort
• Excellent verbal and written communication skills in English (additional languages are an asset)
• Strong emotional intelligence and problem-solving skills
• Ability to handle sensitive situations with discretion and professionalism
Requirements
- •Diploma or degree in Hospitality Management or related field preferred
- •Previous experience in Guest Relations in a luxury hotel/resort
- •Excellent verbal and written communication skills in English
- •Strong emotional intelligence and problem-solving skills
- •Ability to handle sensitive situations with discretion
Nice to Have
- •Additional languages are an asset
Responsibilities
- •Welcome and engage with guests in public areas
- •Anticipate guest preferences and deliver tailored experiences
- •Handle guest inquiries, special requests, and concerns promptly
- •Follow up on guest satisfaction throughout the stay
- •Coordinate amenities, celebrations, and personalized touches for VIPs
- •Manage and resolve guest complaints with empathy
- •Monitor guest feedback platforms and internal reports
- •Liaise closely with other departments to ensure seamless service
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