Guest Experience Specialist

As a Guest Experience Specialist, you will be the face of CEM Resorts, ensuring each guest feels welcomed, valued, and cared for. Your mission is to create memorable experiences through personalized interactions and outstanding service, embodying the CEM Resorts standard of excellence.

Key Responsibilities

• Guest Engagement: Warmly greet guests upon arrival, handle check-ins and check-outs efficiently, and provide a seamless experience.
• Personalized Service: Anticipate guest needs and preferences to offer tailored recommendations and solutions, enhancing their stay.
• Problem Resolution: Address and resolve guest concerns promptly, ensuring satisfaction and maintaining a professional demeanor.
• Knowledge Sharing: Provide detailed information about resort amenities, local attractions, dining options, and transportation services.
• Reservation Management: Handle bookings, cancellations, and special requests with accuracy and attention to detail.
• Team Collaboration: Work closely with other departments, including housekeeping, concierge, and dining, to deliver cohesive service.
• Upselling Opportunities: Identify and promote resort packages, upgrades, and additional services to enhance guest experiences.
• Feedback Collection: Solicit and record guest feedback to help the resort continuously improve services.

Qualifications

• Experience: 2+ years in a guest services, hospitality, or customer-facing role. Experience in luxury hospitality is a plus.
• Skills:
  • Exceptional communication and interpersonal skills.
  • Problem-solving mindset with the ability to think on your feet.
  • Multitasking and organizational abilities in a fast-paced environment.
  • Proficiency in reservation systems and basic computer applications.
• Attributes:
  • Passionate about delivering outstanding guest experiences.
  • Positive attitude and professional appearance.
  • Attention to detail and commitment to excellence.
• Education: High school diploma or equivalent; a degree or certification in hospitality management is an asset.

What We Offer

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A supportive and inclusive work environment.
• Complimentary access to resort amenities and discounts for family and friends.