Guest Experience Agent

Company Description

Our Habitas is a global home for a global community of like-minded people seeking connection, inspiration and a better future together. Their experience is powered by music, wellness, art, adventure, food, learning and giving back. Through these pillars, they craft magical worlds of wonder in which strangers become friends and friends become family. This is what Our Habitas call luxury for the soul. Some experiences at Our Habitas have been so impactful that they have made them ritualistic, existing at each of their homes around the world in their own unique way. From the Welcome Ceremony to Family Dinner through to Storytelling and Sunday Sunset Sessions, Our Habitas seek to provide a new kind of hospitality where they bridge the gap between old-world luxury and experiential-first travel.

Job Description

We build experiences that are memorable and unique. Our Guest Experience Supervisor take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Supervisor makes transactions feel like part of the experience.
Job Overview:

● Oversee daily operations of the guest services department, ensuring all guest interactions meet high standards of service.

● Supervise and guide the guest services team, including front desk, concierge, and housekeeping staff. ● Handle guest inquiries, complaints, and requests, ensuring prompt and effective resolution to enhance guest satisfaction.

● Monitor guest feedback through surveys, reviews, and direct communication to identify areas for improvement. ● Train, mentor, and evaluate guest services staff, ensuring adherence to hotel policies and procedures. ● Maintain a detailed knowledge of the hotel's services, amenities, and local attractions to provide accurate information to guests.

● Ensure smooth check-in and check-out processes, including the management of reservations, billing, and room assignments.

● Collaborate with other hotel departments, such as housekeeping, maintenance, and food & beverage, to meet guest needs.

● Monitor and maintain the quality and cleanliness of guest-facing areas, addressing any issues as they arise. ● Maintain guest records and track repeat guests, ensuring VIPs and loyalty members receive personalized attention.

● Assist with staffi ng schedules to ensure adequate coverage during peak periods.

● Ensure the hotel maintains compliance with safety and cleanliness standards,and report any safety hazards.

● Implement and promote guest satisfaction initiatives to improve overall guest experience and loyalty.

● Analyse and report on guest satisfaction metrics, recommending and implementing corrective actions when necessary.

Qualifications

• Proven experience in a guest services or hospitality role, with at least 2-3 years in a supervisory capacity.
• Strong leadership skills with the ability to motivate and manage a team in a fast-paced environment.
• Excellent communication and interpersonal skills, with a focus on customer service excellence.
• Ability to handle stressful situations and resolve conflicts in a professional manner.
• Knowledge of hotel operations, including front desk procedures, reservations, and guest services.
• Proficient in hotel management software and Microsoft Office Suite (e.g., Word, Excel, Outlook). 
• Strong problem-solving skills and attention to detail.
• Ability to multitask and prioritize guest requests and team responsibilities effectively.
• Flexible availability, including evenings, weekends, and holidays, based on hotel needs.
• A positive, can-do attitude with a passion for delivering exceptional guest experiences.
• High school diploma required; Associate’s or Bachelor's degree in Hospitality Management or a related field preferred.
• Certification in guest services, such as a Certified Guest Service Professional (CGSP), is a plus.

Additional Information

What's in it for you...

• The opportunity to join an innovative, fast-growing, international group that’s committed to not just building new hotels but building a global brand.
• The chance to challenge the norm and work in an environment that is both creative and rewarding.
• Become part of a team that’s very passionate about creating great hospitality experiences and exploring new locations at every opportunity.
• A competitive package and plenty of opportunity for development.
• Excellent discounts across the entire Ennismore family of brands.

Working at Our Habitas means being part of a purpose-driven movement. You will help shape stories that go beyond rooms and amenities, creating emotional experiences and connecting people through shared rituals, culture, and a sense of belonging.

If you believe in luxury that speaks to the soul, and want to build something meaningful in two of Middle East's most extraordinary destinations, we’d love to meet you.