Guest Experience Expert – Rooms Administration

About the role

The Guest Experience Expert (Admin) supports the Rooms Division by providing high‑level administrative assistance. This position ensures smooth daily operations, accurate data management, and exceptional guest service across all hotel departments.

Key responsibilities

• Manage guest reservations, profiles, room blocks, traces, alerts, and related data in Opera PMS.
• Process, monitor, and respond to departmental emails, ensuring timely communication with guests and internal teams.
• Coordinate and track guest requests, VIP preferences, special arrangements, and service recovery actions.
• Maintain the Rooms Division calendar, schedule meetings, and track important departmental activities.
• Prepare daily, weekly, and monthly operational reports for the Rooms leadership team.
• Update departmental files, databases, and administrative records with high accuracy and confidentiality.
• Draft professional correspondence, presentations, and spreadsheets using Microsoft Office.
• Facilitate communication between Front Office, Housekeeping, Engineering, Guest Relations, Reservations, and other departments.
• Support monitoring of operational tasks, follow‑up actions, and departmental deadlines.
• Ensure guest requests received via telephone, email, Opera traces, GXP, or other channels are assigned and completed within service standards.
• Assist with rooms‑division projects, audits, quality‑assurance initiatives, and special assignments.

Required profile

• Strong organizational and administrative abilities.
• Excellent written and verbal communication skills.
• High attention to detail and accuracy.
• Ability to prioritize multiple tasks in a fast‑paced hotel environment.
• Guest‑focused mindset with strong interpersonal skills.
• Capability to work independently while supporting multiple departments.

Required skills

• Proficiency in Opera PMS.
• Advanced knowledge of Microsoft Office applications.