Guest Experience Expert

About the role

The Guest Experience Expert is responsible for delivering a memorable Welcome Experience to hotel guests through the Welcome Desk, Whatever Whenever, and Concierge services. This full‑time position ensures consistent WOW service across all communication channels while collaborating with internal departments to maintain high guest satisfaction.

Key responsibilities

• Execute daily Welcome Experience operations, including Welcome Desk, Whatever Whenever, and Concierge interactions.
• Provide personalized, high‑impact service to guests via phone, email, and in‑person channels.
• Utilize OPERA, Go Concierge, GXP, Infrasys, and Visionline systems to log requests, manage guest profiles, and enhance service delivery.
• Maintain cleanliness and order of the Welcome Office and cashier workstation.
• Handle minor guest complaints using practical service recovery techniques.
• Manage cash handling procedures, perform end‑of‑shift bank counts, and process payments according to accounting policies.
• Assist guests with dining, entertainment, transportation, tours, and other concierge services.

Required profile

• Strong knowledge of hotel facilities, meeting rooms, and event spaces.
• Ability to follow Welcome Desk, Whatever Whenever, and Concierge standard operating procedures.
• Excellent communication skills and a proactive, service‑oriented mindset.
• Familiarity with loyalty program details and guest preference management.
• Capability to work accurately with cash and adhere to audit standards.

Required skills

• OPERA property management system
• Go Concierge platform
• GXP service management system
• Infrasys operational software
• Visionline hospitality solution