Guest Experience Agent (F/M/X)

SO Sofitel Hua Hin, a 5-star luxury beachfront resort in Cha-Am, Thailand, is seeking a Guest Experience Agent to deliver exceptional guest experiences. The successful candidate will serve as a key point of contact for guests, proactively anticipating their needs and providing personalized recommendations.

Responsibilities:

• Review daily arrivals, departures, VIP guests, and special occasions
• Maintain accurate guest profiles and preferences
• Prepare and update guest-related documents and reports
• Ensure proper follow-up and documentation of guest requests and feedback
• Conduct shift handovers and communicate relevant guest information to the team
• Support administrative tasks related to Guest Relations and Guest Experience operations

Training and Human Resources:

• Attend departmental and hotel training sessions
• Participate in daily briefings and departmental meetings
• Share guest feedback and service-related information with team members
• Support new team members and continuously develop knowledge and skills related to guest service and hospitality

Technical Responsibilities:

• Welcome and engage with guests in a warm, professional, and personalized manner
• Proactively identify and anticipate guest needs
• Handle guest requests, inquiries, and arrangements efficiently and professionally
• Provide accurate information regarding hotel facilities, restaurants, spa, activities, transportation, and local attractions
• Assist with VIP, repeat guest, and special-occasion arrangements

External:

• Maintain positive and professional relationships with external partners and service providers
• Assist guests with recommendations and arrangements for local restaurants, attractions, transportation, and activities
• Coordinate with external suppliers or partners to fulfil specific guest requests

Miscellaneous:

• Maintain a professional appearance and positive attitude
• Demonstrate genuine care and passion for hospitality
• Be proactive, flexible, and adaptable to changing guest and operational needs