Host-Guest Experience Expert

Job Title: Host-Guest Experience Expert

Department: Guest Relations / Front Office

Reports To: Guest Relations Manager / Director of Rooms

Core Purpose:

To transcend traditional guest service by curating highly personalized, memorable, and emotional connections with guests throughout their stay. This role is dedicated to anticipating unexpressed needs, creating "wow" moments, and fostering loyalty by making every guest feel uniquely valued and understood.

Key Responsibilities:

Personalized Guest Journey Management: Proactively review guest profiles and preferences prior to arrival to design and implement personalized welcome amenities, room setups, and itinerary suggestions. Conduct in-person or virtual welcome sessions.
Proactive Engagement & Anticipation: Circulate in public areas and engage with guests to gauge satisfaction, identify opportunities for enhancement, and anticipate needs before they are requested. Remember and use guest names consistently.
Experience Curation: Design and arrange unique local experiences, exclusive access events, or special celebrations (e.g., anniversaries, birthdays) that align with the guest's interests. Act as the guest's insider guide to the destination.
Loyalty & Relationship Building: Actively foster relationships with repeat guests, remembering past preferences and building upon them for future stays. Gather detailed feedback and act as a dedicated point of contact for VIPs.
Collaboration for Excellence: Work intimately with all departments (F&B, Housekeeping, Spa, Concierge) to communicate and execute personalized requests flawlessly. Often acts as the "voice of the guest" in operational meetings.

Qualifications & Skills:

Exceptional emotional intelligence, intuition, and ability to read subtle cues.
Charismatic, engaging personality with a genuine passion for service excellence.
Creative thinker with a vast knowledge of local culture, history, and exclusive offerings.
Discretion, tact, and the ability to handle high-profile guests with grace.
Excellent problem-solving skills and the ability to empower other team members to deliver personalized service.
Previous experience in a luxury guest relations, butler, or concierge role is essential

Host-Guest Experience Expert jobs

Host-Guest Experience Expert