Senior Guest Experience Specialist

About the role

As a Senior Guest Experience Specialist you will be the front‑line champion for all guest interactions, delivering 5‑star support across every channel. You will use the company knowledge‑base to resolve issues, manage complex tasks and ensure a seamless, high‑quality stay for every guest.

Key responsibilities

• Provide exceptional support for complaints and escalations, approve compensations according to criteria, and ensure guest satisfaction throughout the journey.
• Troubleshoot unit services, coordinate with property maintenance, and manage daily reservation payments, modifications, cancellations and advanced block bookings with high accuracy.
• Maintain and update reservation SOPs, present findings and recommendations to leadership, and assist in onboarding new employees.

Required profile

• Previous experience in a similar guest‑facing role with strong ownership and commitment.
• Fluent spoken and written English with excellent communication and collaboration skills.
• Proven problem‑solving, critical‑thinking and customer‑engagement abilities.
• Exceptional organizational, time‑management and attention‑to‑detail.
• Ability to adhere to deadlines, follow SOPs and work flexibly on‑site.