Guest Experience Agent

About the role

SO Sofitel Hua Hin, a 5-star luxury beachfront resort in Hua Hin, Thailand, is looking for a Guest Experience Agent. The agent delivers a warm, personalised and memorable guest experience across the guest journey, acting as a key point of contact who anticipates needs, handles requests and provides tailored recommendations. The role works closely with all hotel departments to coordinate service and maintain high standards of hospitality.

Key responsibilities

• Review daily arrivals, departures, VIPs, repeat guests and special occasions, and keep guest profiles, preferences and requests up to date in the hotel system.
• Handle guest requests, inquiries and arrangements, and assist with VIP, repeat guest and special-occasion bookings.
• Provide accurate information on facilities, restaurants, spa, activities, transport and local attractions, and recommend local restaurants, attractions and activities.
• Take ownership of guest feedback, complaints and service recovery, and conduct satisfaction follow-ups during the stay.
• Coordinate with internal departments and external partners and suppliers to deliver seamless service.
• Support special events, guest activities and personalised experiences, and share guest feedback with the team.
• Attend departmental training and briefings, support new team members, and perform other duties assigned by the Guest Experience Manager.
• Follow health and safety procedures, fire and emergency protocols, and hotel regulations; report hazards and protect guest confidentiality.