As a Welcome Experience Agent you are part of the Welcome Experience team. You should do whatever is necessary within your area to guarantee that all guests who stay with us are happy, eager to return, and confident to recommend us to others.
It is expected that all Welcome Experience Agents are a team player, are able to anticipate guest needs, exceed their expectations, and provide them with a fun and friendly atmosphere.
All guests must be greeted in a friendly, courteous manner, welcome drinks to be served, cabs, and cars, provide directions, and answer basic questions.
Welcome Experience Agents are to ensure the living room is on brand at all time and all guests are escorted and roomed in a W way.
60% of Time Spent
Acknowledges the guest with a smile and eye contact at 10 feet and greeting at 5 feet
Walks the 10 to 5 when offering directions, never pointing
Introduces him / herself and offers assistance
Greets the guest at each encounter with an appropriate greeting and body language. The Welcome Experience Agent should address the guest by name
Supplies guests with directions and information regarding property amenities, services and hours of operation, local areas of interest and activities
Gathers, summarizes and utilizes information about property and surrounding area amenities, including special events and activities
Cooperates with the Welcome experience team on the pre arrival communication
20% of Time Spent
Identifies and explains room features to guest
Ensures proper coverage and executes throughout all zones of the living room
Arranges transportation ( e.g. taxi)
Operates with PMS -OPERA, GXP and Microsoft Office
Serves welcome drinks to all arrival guests
When rooming a guest or delivering luggage, offers to explain the hotel facilities and services
Explains safety features and points out emergency exits
Be in the living room socializing and participating in guest needs
Assists Insider team in handling WHO arrivals and creating WOW moments
20% of Time Spent
Entertains the guests and creates something fabulous but simple after interacting with guests
Is presentable at all time as per grooming standard
Supports welcome and door ambassador if needed
Responds to guest request for special arrangements or services (spa services, transportation, religious services, babysitting, financial services, business center services, reservation, dry cleaning, entertainment / sporting events, shopping, room set up by making arrangements or identifying appropriate providers)