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About the Role

The Guest Experience Specialist is responsible for creating memorable and personalized experiences for every guest, anticipating needs, exceeding expectations, and ensuring a seamless guest journey. This role requires a motivated, empathetic, and detail-oriented individual passionate about hospitality.

Responsibilities

• Proactively anticipate guest needs and preferences.
• Personalize guest interactions and create tailored experiences.
• Build strong relationships with guests and foster loyalty.
• Manage guest profiles and preferences in the hotel system.
• Handle guest requests and inquiries with efficiency and grace.
• Address guest complaints and resolve issues promptly and effectively.
• Make decisions to ensure guest satisfaction.
• Escalate complex issues to management as needed.
• Follow up with guests to ensure their satisfaction after issue resolution.
• Manage pre-arrival communication with guests, including welcome emails, special requests, and confirmations.
• Handle post-departure communication, including thank you emails, feedback requests, and online review management.
• Provide concierge services, including recommendations for local attractions, restaurants, and activities.
• Assist guests with booking tours, transportation, and other services.
• Maintain up-to-date knowledge of the local area and events.
• Collaborate with other hotel departments to ensure seamless guest experiences.
• Communicate effectively with guests and colleagues.
• Share guest feedback and insights with relevant teams.
• Monitor online reviews and guest feedback.
• Respond to reviews in a professional and timely manner.
• Identify trends in guest feedback and recommend improvements.

Requirements

• Exceptional communication and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• Excellent customer service orientation with a genuine passion for guest satisfaction.
• Strong organizational and time management skills.
• Proficiency in using Property Management Systems (PMS) and other relevant software.
• Ability to work independently and as part of a team.
• Strong attention to detail and accuracy.
• Ability to work flexible hours, including evening, overnight, weekends, and holidays.

Location

• Toronto

Work Type

• Full-Time

Experience Level

• Minimum three years of experience in a guest-facing role within the hospitality/service industry.

Education Level

• High School Diploma or equivalent required.
• Degree or diploma in Hospitality Management or a related field is preferred.

Salary/Compensations

• $28.50 per hour

About the Company

• Nobu Hotel Toronto exemplifies excellence in service and hospitality.

Equal Opportunity

• Nobu Hotel Toronto is an equal opportunity employer.
• We celebrate diversity and are committed to creating an inclusive environment for all employees.
• If contacted for an employment opportunity, please advise Human Resources if you require accommodation.