Guest Experience Expert - Front Desk

Role overview

This position focuses on creating a stay that feels personal, smooth, and memorable rather than simply handling arrival and departure formalities. As a Guest Experience Expert, you will proactively assist guests throughout their stay, taking ownership of a variety of service and operational needs. The role involves moving around the property, responding to requests, completing reports, and sharing local recommendations so that every interaction feels like part of the guest experience.

Key duties

You will be expected to support a broad range of front office and guest service tasks, including handling operational requirements, addressing guest needs, and contributing to a welcoming environment. The job requires being proactive, dependable, and comfortable dealing with different situations as they arise.

Work standards and physical requirements

Success in this role also depends on maintaining a safe workplace, following company procedures, protecting confidential information, safeguarding company assets, and meeting quality expectations. A professional uniform, appearance, and communication style are essential. The position is active and hands-on, with extended periods of standing, sitting, or walking, and the need to lift, carry, push, pull, or place objects weighing up to 10 pounds without assistance.

Qualifications and skills

• At least 1–2 years of experience in front office work or a customer-facing role; hotel background is preferred.
• Strong verbal communication and people skills.
• Working knowledge of hotel software such as Opera and PMS, along with basic computer ability.
• Good attention to detail and the ability to handle multiple tasks at once.
• Comfortable speaking English fluently; knowledge of other languages is a plus.
• A polished presentation and a positive, service-oriented mindset.
• Willingness to work shifts, including weekends and public holidays.