Senior Guest Experience Specialist

About the role

As a Senior Guest Experience Specialist you will be the front‑line point of contact for all guests, delivering 5‑star support and handling complex issues throughout the guest journey. You will use the company’s knowledge‑base system to resolve questions, manage escalations and ensure timely, accurate decisions that reflect company values.

Key responsibilities

• Provide exceptional support for complaints and escalations across all contact channels, approving compensations according to established criteria.
• Troubleshoot unit services, coordinate with property maintenance, and manage daily reservation payments, modifications, cancellations and advanced block bookings with high accuracy.
• Consolidate reservation SOPs, present findings to leadership and support onboarding of new employees.

Required profile

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