Guest Experience Agent

Company Description

Join the team responsible for crafting a fresh landmark that emphasizes cultural appreciation among colleagues and the pursuit of greatness. At Raffles Boston, we recognize the immense worth of our distinct cultural heritage, and we are dedicated to ensuring that it is comprehended and embraced by each team member. This commitment begins the instant a prospective colleague connects with us and extends throughout their entire journey with the hotel.

Job Description

This key role encompasses a spectrum of responsibilities from pre-arrival, arrival, in-house, departure and post-stay arrangements. Reporting to the Butler and Front Office Managers, the Guest Experience Agent ensures that the highest level of hospitality and brand standards are delivered through seamless coordination and administrative duties.

The Guest Experience Agent will act as the epicenter of the department, coordinating back-of-the-house butler and front office services for a seamless guest experience. Mainly in charge of pre-arrival to preserve the guest experience, personalizing interactions by email or phones with the aim to guide guests through the pre-arrival process, while also being intuitive of their needs and wants. An ambassador of the hotel, he or she will take the lead in ensuring pre-arrival notes are translated effectively into the property management systems and applications as well as to necessary departments. A well-rounded and skillful individual, he or she possesses general understanding in front office, housekeeping and food & beverage, spa, concierge and other touch points.

Qualifications

• Previous experience in front office, concierge and/or spa is preferred.
• Strong organizational skills and the ability to maintain performance under high pressure. 
• Excellent communication skills, both written and verbal, including record-keeping and endorsement.
• Possess strong interpersonal skill and deep understanding and acceptance of multi-cultural customs.
• Creative and service oriented with keen eye for detail.
• Results driven, with the ability to demonstrate initiative and work under minimal supervision.
• Working knowledge of relevant software (PMS system, MS Office Suite) - Prior knowledge of Opera, Alice (or other itinerary building software – ie SpaSoft etc.), and HotSoS is preferred

Additional Information

• Employee benefit card offering discounted rates in Accor worldwide for you and your family.  
• Personalized development opportunities across Accor's extensive brand portfolio.  
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21