Guest Experience Agent

About the role

The Guest Experience Agent is the primary point of contact for guests calling the hotel. You will handle a wide range of requests, from wake‑up calls to technical assistance, ensuring each interaction meets the brand’s high service standards.

Key responsibilities

• Answer, log and process all guest calls, requests, and concerns.
• Operate the telephone switchboard, managing wake‑up calls, screening calls, do‑not‑disturb, call forwarding, conference calls and TDD relay calls.
• Activate or deactivate guest room message lights as needed.
• Provide basic internet guidance and transfer technical issues to the provider’s support line.
• Test communications equipment to confirm proper operation.
• Dispatch bell or valet staff when required.
• Follow up with guests to confirm resolution and satisfaction.
• Maintain accurate message records and ensure confidentiality of guest information.

Required profile

• High school diploma or G.E.D. equivalent.
• No prior related work experience required.
• Professional appearance and strong communication etiquette.
• Ability to stand, sit or walk for extended periods and lift objects up to 10 lb.

Required skills

• Telephone switchboard operation.
• POS system usage.
• Communications equipment testing.
• Basic internet troubleshooting.