Guest Experience Agent

Job Summary

The Guest Experience Agent reports directly to the Guest Experience Manager and plays a key role in delivering exceptional service across all guest touchpoints. This role supports the Guest Experience team in ensuring smooth daily operations, maintaining service standards, and creating memorable interactions. The position involves regular communication with guests, internal departments, and external partners such as travel industry representatives, suppliers, and members of the local community. A warm, proactive, and guest‑focused approach is essential.

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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.

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Requirements:

• Strong communication and listening skills.
• Proficiency in Spanish, Italian, French, or German (one or more is a must).
• 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.
• Must currently reside in Malta.