JOB TITLE: Guest Experience Agent
DEPARTMENT: Guest Experiences
LOCATION: El Encanto - Santa Barbara, CA
RESPONSIBLE TO: Guest Experiences Manager
SCOPE AND PURPOSE:
The Guest Experience Agent serves as a central point of contact for guests before arrival and throughout their stay. This position manages incoming and outgoing communications, coordinates guest requests, supports personalized arrival experiences, and works closely with operational departments to ensure requests are handled accurately and promptly.
The Guest Experience Agent must communicate professionally, remain composed in a fast-paced environment, manage multiple priorities, and use sound judgment when responding to guest needs and service concerns.
MAIN DUTIES AND RESPONSIBILITIES:
Guest Journey & Personalization
- Engage with guests before arrival to confirm stay details, identify preferences, celebrations, allergies, room requests, and other needs that support a personalized experience.
- Coordinate pre-arrival arrangements such as transportation, dining reservations, local recommendations, welcome amenities, and personalized correspondence.
- Partner with Front Desk, Valet, Housekeeping, Food and Beverage, and other departments to ensure special arrangements and arrival details are completed accurately and on time.
- Serve as a knowledgeable and welcoming resource throughout the guest journey, providing accurate information about the property, services, activities, and local area.
Guest Communications & Information
- Manage internal and external communications across phone, email, text message, and in-person interactions using a calm, professional, and welcoming approach.
- Answer and route calls promptly, take complete and accurate messages, and protect guest privacy when connecting callers to rooms, departments, or team members.
- Maintain clear, timely, and consistent communication with guests and colleagues while managing multiple requests and competing priorities.
- Document guest preferences, feedback, and important stay information accurately so relevant teams can anticipate and respond to guest needs.
Request Coordination & Service Recovery
- Use ALICE to log, assign, monitor, follow up on, and close guest requests in real time, including requests involving Housekeeping, Engineering, In-Room Dining, transportation, and other departments.
- Monitor open requests and coordinate with responsible departments to ensure timely completion, escalating delayed, unresolved, sensitive, or high-priority matters to leadership.
- Respond to guest concerns with empathy, urgency, and sound judgment, partnering with leadership on appropriate service recovery and following through until resolution.
- Document service concerns, outcomes, and operational issues to support accountability, leadership awareness, and continuous improvement.
Operational & Administrative Support
- Maintain organized and confidential guest and company records, including communication notes, request details, internal directories, reports, and departmental information.
- Assist leadership with ALICE reports and operational reviews to identify recurring issues, response delays, service trends, and opportunities for improvement.
- Support clerical and administrative responsibilities during lower-volume periods, including guest and departmental mail and other assigned tasks.
- Collaborate across departments and support additional Guest Experiences and hotel operations responsibilities as business needs require.
OTHER:
- Qualifications & Physical Requirements
- Previous experience in guest services, hospitality, reservations, concierge, communications, or a related customer service role preferred.
- Exceptional verbal and written communication skills with a professional and welcoming manner.
- Ability to operate a multi-line telephone system and use basic computer software; experience with ALICE and HMS is preferred.
- Strong organization, attention to detail, multitasking, and problem-solving skills.
- Ability to remain calm, courteous, and effective when managing high call volume, competing priorities, or frustrated guests.
- Ability to maintain confidentiality and use discretion when handling guest and company information.
- Ability to sit at a workstation for extended periods, wear a telephone headset during the shift, and perform repetitive keyboard and phone-console motions.
- Flexible availability, including evenings, weekends, holidays, and overtime based on business needs.
