Guest Experience Agent

We are seeking an enthusiastic and customer-focused Guest Experience Agent to join our team in Cairo, Egypt. As a Guest Experience Agent, you will be the face of our hotel, ensuring that every guest receives exceptional service from check-in to check-out.

• Welcome guests upon arrival, provide information about hotel services, and assist with the check-in process
• Review VIP arrivals and coordinate with kitchen and F&B teams for amenity preparation
• Respond to guest inquiries, resolve issues, and address needs throughout their stay
• Handle guest complaints and problems efficiently and professionally, seeking solutions to ensure satisfactory resolution
• Maintain accurate records of guest information, preferences, and special requests to ensure personalized experiences during future visits
• Uphold confidentiality and discretion when handling guest information and requests
• Promote hotel services and special offers to enhance guest experiences and foster customer loyalty
• Review reservation notes, comments, and annotations to meet guest expectations
• Stay informed about daily events, groups, arrivals, departures, and incidents
• Send pre-arrival letters to upcoming guests
• Maintain a positive attitude and attention to detail throughout your shift
• Develop in-depth knowledge of all hotel outlets to provide accurate information to guests
• Build strong relationships with regular guests and loyalty program members to create a home-away-from-home atmosphere

• Previous experience in customer service, hospitality, or related roles
• Excellent communication skills in both verbal and written English
• Strong problem-solving abilities and empathy towards guests
• Exceptional multitasking skills and attention to detail
• Proficiency in hotel management systems
• Cultural sensitivity and awareness to cater to a diverse clientele
• Ability to work flexible hours, including weekends and holidays
• https://careers.accor.com/global/en/job/guest-experience-agent-in-cairo-egypt-jid-52353