Guest Experience Expert

Duties: Take the initiative to deliver a wide range of services that guide guests through their entire stay. Process operational needs (e.g. process check-ins, check-outs, payments), address guest requests, completing reports (e.g. GXP report, track of amenities, leave & arrivals, Bonvoy members, track of cancellations, guest details reports), or share the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience. Actively listen and respond positively to guest questions, concerns, and requests. Address guests' service needs in a professional, positive, and timely manner. Assist other employees to ensure proper coverage and prompt guest service. Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate. Stay up-to-date on the local area so that you are prepared to provide specific recommendations for guests. Organize and coordinate check-in/pre-registration procedures for arriving groups. Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay. Process all guest check-ins by confirming reservations in computer system. Secure valid form of payment (e.g., credit card, cash) prior to issuing room key. Process all payment types such as room charges, cash, checks, debit, or credit. Verify and adjust billing for guests. Arrange tra