Guest Experience Agent

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We are seeking an enthusiastic and customer-focused Guest Experience Agent to join our team in Cairo, Egypt. As a Guest Experience Agent, you will be the face of our hotel, ensuring that every guest receives exceptional service from check-in to check-out.

• Welcome guests upon arrival, provide information about hotel services, and assist with the check-in process
• Review VIP arrivals and coordinate with kitchen and F&B teams for amenity preparation
• Respond to guest inquiries, resolve issues, and address needs throughout their stay
• Handle guest complaints and problems efficiently and professionally, seeking solutions to ensure satisfactory resolution
• Maintain accurate records of guest information, preferences, and special requests to ensure personalized experiences during future visits
• Uphold confidentiality and discretion when handling guest information and requests
• Promote hotel services and special offers to enhance guest experiences and foster customer loyalty
• Review reservation notes, comments, and annotations to meet guest expectations
• Stay informed about daily events, groups, arrivals, departures, and incidents
• Send pre-arrival letters to upcoming guests
• Maintain a positive attitude and attention to detail throughout your shift
• Develop in-depth knowledge of all hotel outlets to provide accurate information to guests
• Build strong relationships with regular guests and loyalty program members to create a home-away-from-home atmosphere

• Previous experience in customer service, hospitality, or related roles
• Excellent communication skills in both verbal and written English
• Strong problem-solving abilities and empathy towards guests
• Exceptional multitasking skills and attention to detail
• Proficiency in hotel management systems
• Cultural sensitivity and awareness to cater to a diverse clientele
• Ability to work flexible hours, including weekends and holidays
• Professional appearance and demeanor
• Bachelor's degree in Hospitality Management or related field preferred, but not required
• Additional language skills are a plus, particularly Arabic

Hotel Overview:  Overlooking one of Cairo’s most beautiful Nile views, Nile City Towers complex is a business destination claim to Egypt’s corporate success. Built on a total area of 16,000 sqm, Nile City Towers boasts a 170 meter Nile façade and its two towers are an anchor to an exclusive shopping center, upscale housing, a five-star hotel, 8-screen cinema and 4 floors of underground parking.
The spectacular reception leads the way to 540 elegantly designed rooms, suites restaurants, bars and a health club the 25th floor with a comprehensive range of fitness facilities including a signature Willow Stream Spa as well as a sky-high swimming pool.

Physical Aspects of Position (include but are not limited to): 

• Constant standing and walking throughout shift.
• Frequent lifting and carrying up to 30 lbs.
• Occasional kneeling, pushing, pulling, lifting.
• Occasional ascending or descending ladders, stairs and ramps.

Note: Customization may be included for any specific local or legislative requirements, such as work permits
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.