Guest Experience Agent

About the role

We build experiences that are memorable and unique. Our Guest Experience Supervisor takes the initiative to deliver a wide range of services that guide guests through their entire stay, handling operational needs, guest requests, reports and local highlights.

Key responsibilities

• Oversee daily operations of the guest services department, ensuring high service standards.
• Supervise front desk, concierge and housekeeping staff.
• Handle guest inquiries, complaints and requests promptly.
• Monitor guest feedback through surveys, reviews and direct communication.
• Train, mentor and evaluate guest services staff.
• Maintain detailed knowledge of hotel services, amenities and local attractions.
• Ensure smooth check‑in and check‑out processes, managing reservations, billing and room assignments.
• Collaborate with housekeeping, maintenance and food & beverage teams.
• Monitor and maintain quality and cleanliness of guest‑facing areas.
• Maintain guest records and track repeat guests, providing personalized attention to VIPs.
• Assist with staffing schedules to ensure adequate coverage.
• Ensure compliance with safety and cleanliness standards and report hazards.

Required profile

• Proven experience in guest services or hospitality, with 2‑3 years in a supervisory role.
• Strong leadership and team‑motivation skills.
• Excellent communication and interpersonal abilities.
• Ability to handle stressful situations and resolve conflicts professionally.
• Knowledge of hotel operations, front‑desk procedures and reservations.
• Flexible availability, including evenings, weekends and holidays.
• High school diploma required; associate’s or bachelor’s in hospitality management preferred.
• Certification such as Certified Guest Service Professional is a plus.

Required skills

• Proficiency with hotel management software.
• Microsoft Word.
• Microsoft Excel.
• Microsoft Outlook.

What we offer

• Opportunity to join an innovative, fast‑growing international hospitality group.
• Competitive compensation package with development opportunities.
• Excellent discounts across the Ennismore family of brands.
• Chance to work in a purpose‑driven environment creating soulful luxury experiences.