Guest Experience Agent, (Full Time or Part Time)

Guest Experience Agent The Guest Experience Agent serves as a primary point of contact and communication for El Encanto guests, delivering personalized service and seamless coordination throughout the guest journey. This role is responsible for managing guest communications, coordinating requests through ALICE, supporting pre-arrival planning, and ensuring an exceptional luxury hospitality experience from arrival through departure. The ideal candidate is professional, detail-oriented, and able to multitask effectively in a fast-paced environment while maintaining composure and warmth. Job Duties and Functions: Provide personalized and professional guest service throughout all stages of the guest journey, including pre-arrival, arrival, in-house stay, and departure Communicate with guests via phone, email, SMS, and in-person interactions to coordinate reservations, transportation, dining arrangements, special requests, and stay preferences Serve as a primary point of contact for guest needs, questions, concerns, and service recovery opportunities, ensuring timely follow-up and resolution Coordinate and oversee guest amenities, VIP arrivals, personalized correspondence, and special occasion arrangements to enhance the overall guest experience Utilize ALICE and other hotel systems to accurately log, dispatch, monitor, and follow up on all guest requests and operational issues in real time Communicate and collaborate effectively with Front Desk, Housekeeping, Engineering, In-Room Dining, Valet, and other operational departments to ensure seamless service delivery Answer and direct internal and external calls promptly and professionally in accordance with hotel service standards Maintain accurate records of guest communications, requests, service recovery actions, and operational concerns Provide accurate information regarding hotel amenities, operating hours, local attractions, and resort services Assist with administrative tasks, reporting, and operational support as needed Maintain a professional appearance, positive attitude, and commitment to luxury hospitality standards at all times Perform additional duties and responsibilities as assigned by leadership Position Requirements: Ability to sit or stand for extended periods during scheduled shifts Ability to operate phones, computers, and office equipment throughout the shift Frequent typing, reaching, and repetitive hand movements Ability to communicate clearly in person and over the phone Full-Time/Part-Time: Full-Time and/or Part-Time Salary Range: $22.00 Hourly Exempt/Non-Exempt: Non-Exempt This position is currently accepting applications.