Guest Experience Expert - Amsterdam

Lobby Presence

Engage hotel guests to enhance the service experience through activation of all outlet services within the lobby area. Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers. Respond to special requests from guests with unique needs and follow up to ensure satisfaction. Contact appropriate individual or department (e.g., Bellperson, Housekeeping, Food & Beverage Server) as necessary to resolve guest call, request, or problem. 

Connecting with Guests

The Guest Experience Agent connects, differentiates and elevates the guest experience with extraordinary experiences. 

The Guest Experience Agent creates an Insider Culture at the hotel - with guests, the team and the community. Anticipating and uncovering what will WOW the guest, and empowered to act. The Guest Experience Agent is not located at a desk but circulating high traffic areas. 

Anticipation of guest needs

Additionally, the W Insider proactively monitors W Lounge activity, spending most of their shift interacting with guests. They use “aggressive” vs. passive hospitality skills to proactively approach guests and engage them in conversation, inquiring about their experience and discovering special preferences and needs so that appropriately matched recommendations may be offered and surprises planned. 

Personalization

The W Insider should coordinate pre-stay outreach, in-house communication, and post-stay personal contact with guests. 

Acts as a key advocate for the guest at all times. Communicates any guest opportunities they are made aware of through guest interactions in a timely manner to relevant operating departments so that appropriate action to resolve may take place. Personally follows up with guests after resolution to ensure satisfaction.