Guest Experience Expert

Overview

This role involves managing all guest communications through various channels including telephone, email, chat, and mobile device interactions. You will be responsible for accurately answering and recording guest inquiries or requests, facilitating internal communication by directing calls and messages to relevant departments like Bellperson and Housekeeping, and ensuring guest needs are resolved satisfactorily.

Key Responsibilities

• Operate the telephone switchboard to manage guest interactions professionally.
• Handle guest requests for wake-up calls and transfer calls appropriately.
• Document and track guest requests and concerns, coordinating with responsible teams for prompt resolution.
• Provide detailed information on room features, amenities, local attractions, and assist with internet and entertainment access.
• Process room service orders, advise on menu selections, and record transactions securely.

Work Environment and Conduct

• Adhere strictly to company policies, maintain cleanliness and a professional appearance.
• Protect company confidential information and assets at all times.
• Deliver exceptional guest service by warmly welcoming guests, addressing their needs proactively, supporting guests with disabilities, and showing genuine appreciation when guests depart.
• Utilize clear and polite language in all communications and telephone etiquette.
• Foster positive teamwork and contribute towards common objectives while meeting quality assurance standards.
• Be physically capable of standing, sitting, or walking for long periods and handling light objects (up to 10 pounds).
• Perform any additional reasonable duties as requested by supervisors.

Qualifications and Experience

• Minimum educational qualification: High school diploma or equivalent (G.E.D.).
• No previous related work or supervisory experience required.
• No licenses or certifications required.

Additional Information

This is a full-time position based in Kigali, Rwanda at Four Points by Sheraton on KN3 Avenue. The role is not remote and classified as a non-management post under Rooms & Guest Services Operations category.

Our organization embraces equal opportunity, fostering an inclusive culture where the varied backgrounds and experiences of associates are valued and respected. We uphold non-discrimination policies covering disability, veteran status, and other legally protected statuses.

Joining this team means becoming part of a community that balances timeless hospitality with modern convenience, aiming to offer guests a straightforward and welcoming experience. It is an opportunity to work in a supportive environment, grow professionally, and contribute to a global hospitality brand.