Guest Experience Agent

Overview

The Guest Experience Agent acts as the primary contact for guests prior to and during their stay at El Encanto in Santa Barbara, CA. Reporting to the Guest Experiences Manager, this role involves managing communications, coordinating guest preferences, and collaborating with hotel departments to deliver a seamless personalized experience.

Key Responsibilities

• Engage guests before arrival to verify stay details, preferences, celebrations, dietary restrictions, and room needs to tailor their visit.
• Arrange pre-arrival needs such as shuttle services, dining reservations, local recommendations, welcome gifts, and customized communications.
• Work closely with Front Desk, Valet, Housekeeping, Food & Beverage, and others to ensure all special requests and arrival logistics are fulfilled promptly and precisely.
• Provide guests with informed, friendly assistance regarding hotel amenities, services, activities, and area highlights throughout their stay.
• Handle all guest and internal communications via phone, email, text, and in-person interactions with professionalism and calmness.
• Answer and direct calls swiftly, take precise messages, and safeguard guest privacy during call transfers.
• Maintain ongoing clear communication with guests and hotel teams, expertly managing multiple concurrent requests.
• Record guest feedback, preferences, and important visit data accurately to aid relevant teams in anticipating guest needs.
• Utilize ALICE software to log, assign, monitor, and close guest requests in real time, coordinating with departments like Housekeeping and Engineering.
• Track open issues, escalate urgent or unresolved items to management, and ensure timely resolutions.
• Handle guest complaints with empathy and urgency, cooperating with leadership on recovery efforts until resolution.
• Document service incidents and operational challenges to support accountability and continuous process improvement.
• Organize confidential guest and company records, internal notes, directories, reports, and departmental information systematically.
• Assist management with reports and operational reviews from ALICE to identify patterns and opportunities for enhancement.
• Perform clerical duties during quieter times, including managing mail and other assigned administrative tasks.
• Collaborate across hotel departments and assist with various Guest Experiences and operational needs as required.

Qualifications and Physical Requirements

• Preferably experienced in hospitality roles such as guest services, concierge, reservations, or communications.
• Excellent verbal and written communication capabilities, with a professional and approachable demeanor.
• Proficient in operating multi-line telephone systems and basic computer applications; familiarity with ALICE and Hotel Management Systems is advantageous.
• Strong organizational skills, attention to detail, multitasking ability, and problem-solving aptitude.
• Maintain composure, courtesy, and effectiveness under high call volumes and guest frustrations.
• Confidentiality and discretion in handling sensitive guest and company information are essential.
• Physical ability to sit for extended periods, wear a headset, and perform repetitive keyboard and phone tasks.
• Availability for flexible schedules including evenings, weekends, holidays, and overtime as business needs dictate.