Guest Experience Agent

Job Summary

AX Odycy is seeking an experienced and service‑driven Guest Experience Agent to join our team. In this role, you will be at the heart of our guest journey, ensuring every interaction reflects the warmth, professionalism, and high standards of our brand.
​Reporting directly to the Guest Experience Manager, you will play a key part in creating memorable moments, supporting smooth daily operations, and maintaining exceptional service across all guest touchpoints. This position involves regular engagement with guests, internal departments and external partners, from travel industry representatives to local community contacts.

Responsibilities:

• Review arrival lists to prepare for guest arrivals and ensure personalised service.
• Welcome and attend to VIPs and respond to their inquiries promptly and professionally.
• Provide information about hotel amenities, local attractions, and services while promoting hotel offerings.
• Anticipate guest needs and build rapport to enhance the overall guest experience.
• Assist with guest tasks such as confirming travel arrangements or taking messages.
• Host and engage with guests by greeting, seating, and ensuring satisfaction while applying effective upselling techniques.
• Maintain strong knowledge of all services, standards, and experiences that impact guest satisfaction.
• Address guest complaints and escalate issues to the Guest Experience Manager when necessary.
• Record daily information in the logbook to ensure smooth communication and follow‑up.
• Ensure compliance with health, safety, and quality standards.
• Apply service standards consistently in daily tasks to support the hotel’s objectives
• Support check‑ins by being alert, explaining outlets, and upselling where appropriate.

Requirements:

• Must currently reside in Malta.
• Proficiency in Spanish, Italian, French, or German (one or more is a must).
• Strong communication and listening skills.
• Good knowledge of Microsoft Office 365.
• Professional, courteous, and cooperative attitude with strong interpersonal skills.
• Flexibility to work varied hours including evenings, weekends, and holidays.