The Guest Experience Agent is responsible for delivering a warm, personalized, and memorable guest experience throughout the guest journey. The position serves as a key point of contact for guests, proactively anticipating their needs, handling requests, providing personalized recommendations, and ensuring effective follow-up.
Working closely with all hotel departments, the Guest Experience Agent ensures seamless communication and coordination while maintaining high standards of hospitality, professionalism, and guest satisfaction. The role requires a genuine passion for service, strong communication skills, attention to detail, and the ability to create meaningful connections with guests.
Administration
Review daily arrivals, departures, VIP guests, repeat guests, and special occasions.
Maintain accurate and up-to-date guest profiles, preferences, requests, and relevant information in the hotel system.
Prepare and update guest-related documents, reports, and records as required.
Ensure proper follow-up and documentation of guest requests, feedback, complaints, and service recovery.
Conduct proper shift handover and communicate all relevant guest information to the team.
Ensure guest information is handled with confidentiality and professionalism.
Support administrative tasks related to Guest Relations and Guest Experience operations.
Training and Human Resources
Attend all departmental and hotel training sessions as required.
Participate actively in daily briefings and departmental meetings.
Share guest feedback and service-related information with team members.
Support new team members by sharing knowledge of hotel facilities, services, and Guest Relations procedures.
Continuously develop knowledge and skills related to guest service, communication, and hospitality.
Demonstrate a positive attitude and contribute to a supportive and collaborative team environment.
Technical Responsibilities
Welcome and engage with guests in a warm, professional, and personalized manner.
Proactively identify and anticipate guest needs throughout the guest journey.
Handle guest requests, inquiries, and arrangements efficiently and professionally.
Provide accurate information regarding hotel facilities, restaurants, spa, activities, transportation, and local attractions.
Assist with VIP, repeat guest, and special-occasion arrangements.
Handle guest feedback and complaints with empathy and professionalism.
Take ownership of guest requests and ensure appropriate follow-up until completion.
Coordinate with relevant departments to ensure seamless service delivery.
Conduct guest satisfaction follow-ups during the stay.
Maintain excellent knowledge of hotel products, services, facilities, and local experiences.
Ensure all guest interactions comply with hotel standards, brand standards, and service procedures.
Support special events, guest activities, and personalized experiences when required.
External
Maintain positive and professional relationships with external partners and service providers when required.
Assist guests with recommendations and arrangements for local restaurants, attractions, transportation, and activities.
Coordinate with external suppliers or partners to fulfil specific guest requests.
Ensure external arrangements meet guest expectations and hotel service standards.
Represent the hotel professionally when communicating with external partners.
Miscellaneous
Always maintain a professional appearance and positive attitude.
Demonstrate genuine care and passion for hospitality.
Be proactive, flexible, and adaptable to changing guest and operational needs.
Support other departments and colleagues when required to ensure smooth hotel operations.
Perform any other reasonable duties and responsibilities assigned by the Guest Experience Manager or Management.
Comply with all hotel policies, procedures, health and safety regulations, and brand standards.
Always maintain guest confidentiality and protect guest privacy.
GENERAL DUTIES:
Health and Safety
Ensure that all potential and real Hazards are reported immediately and rectified
Be fully conversant with all departmental Fire, Emergency and Bomb procedures
Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees
Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.
Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others
Use safe manual handling techniques and practise safe work habits following Accor Health, Safety and Environment policies, maintain procedures to minimise our impact on the environment and prevent pollution.
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Pay: US$900-1,400/month, set by your experience and location. More experienced, qualified people are paid at the top of the range. Paid trial of 2-4 weeks at US$225/week.
This is a full-time, long-term remote role. It is not project-based or freelance work.
Hours: Remote, full-time (about 40 hours a week), with 3-4 hours overlap with Eastern Time (Canada) every weekday.
About us
We're a growing health and supplement brand in Canada, working to grow from Amazon into a household consumer brand with our own online store. We're a small team and we move fast. You'll work directly with the founder and with our designer.
Who we're looking for
Attitude matters as much as experience. We want someone who treats the brand like it's their own.
You'll be a great fit if you:
- Own results, not tasks. You know what grew the list or drove sales last week and why
- Test fast, read the numbers, and cut what isn't working
- Use AI tools every day and build workflows that save the team time
- Write clearly and give short, honest updates, including bad news early
- Can brief a designer and guide a teammate
- Want a long-term main job, not a side gig
Please don't apply if you're looking for a part-time gig, a short project, or a second job next to another full-time one.
What you'll do
- Instagram: own the content plan and growth, Reels, stories and carousels, creator and UGC collabs
- Email: own Klaviyo, build and improve flows (welcome, abandoned cart, post-purchase, win-back), plan weekly campaigns and segments, grow the list
- SMS: set up and run SMS flows and campaigns, grow the SMS list, keep it compliant
- Shopify: run the store and improve conversion with tests on product pages, offers, bundles and checkout
- DTC ads: help run Meta and TikTok ads with the founder, from angles and copy to creative briefs, launching tests and reading results
- AI: use AI tools across content, copy, video, research and reporting, and set up simple automations
- Lead: own the marketing calendar and guide our Marketing Manager
- Report: a short weekly report (store sales and conversion, email/SMS revenue, list growth, Instagram growth, ad results, next tests) and a monthly review
Requirements
- 3+ years marketing a consumer product brand online (DTC / e-commerce)
- You've built email flows and campaigns yourself in Klaviyo or similar, with revenue results you can show
- Instagram growth you can show: accounts you ran, content you led, real numbers
- Hands-on with Shopify admin and conversion testing
- Heavy, daily use of AI tools (e.g. ChatGPT, Claude, Midjourney, Canva AI, CapCut) and you can show us how
- Strong written English. Working English is required.
- Comfortable with numbers: Google Sheets, Shopify and Klaviyo reports
- Reliable computer, internet and power backup
Nice to have, not required: SMS tools (Postscript, Attentive, Klaviyo SMS); Meta Ads Manager or TikTok Ads hands-on; Shopify CRO apps and A/B testing; influencer or UGC programs; supplements, health or beauty brands; knowing what health claims a supplement can and can't make.
Your future here
- Long-term role on a growing brand, working directly with the founder
- Room to grow into Head of Marketing or Growth, help hire and lead a small team, own launches and new channels
- Pay grows with your impact, with regular raise reviews
Due to high volume, if you haven't heard from us within 2 weeks, please consider your application unsuccessful.
How to apply
Email [email protected] with the subject line starting "MKT-SR" (applications without it won't be reviewed). Include:
1. Your CV, with the brands you've marketed, the channels you ran, and your role on each
2. 2-3 work samples with results: an Instagram account you grew, an email or SMS flow you built (screenshots with revenue or open/click rates, blur client names), or a Shopify store you improved
3. A short video of 3 minutes or less, with you on camera: introduce yourself, say why this role interests you, and tell us about one campaign that worked and one that didn't, and why. Loom, an mp4, or a Google Drive link (set to "Anyone with the link") are all fine.
Or apply: https://tally.so/r/2jBDxM
Our process
1. Application review
2. Short unpaid skills test (2-3 hours max, 48 hours to send it). It's only a skills check; we won't use your work. AI use is allowed; we look at your thinking
3. 30-45 minute video interview where you share your screen, walk us through your test and real accounts
4. 2-4 week paid trial with weekly goals
5. Full-time role
Pay: US$600-1,000/month, set by your experience and location. More experienced, qualified people are paid at the higher end. Paid trial of 2-4 weeks at US$150-175/week.
This is a full-time, long-term remote role. It is not project-based or freelance work.
Hours: Remote, full-time (about 40 hours a week), with 3-4 hours overlap with Eastern Time (Canada) every weekday.
About us
We're a growing health and supplement brand in Canada, working to grow from Amazon into a household consumer brand with our own online store. We're a small team and we move fast. You'll work directly with the founder and with our designer.
Who we're looking for
We want someone who's genuinely good at this, with grit and a habit of learning fast. Attitude matters as much as experience.
You'll be a great fit if you:
- Learn fast and teach yourself new things without waiting to be shown
- Keep going when something doesn't work the first time
- Use AI tools every day and love trying new ones
- Write clear, natural English and care about small details
- Give short, honest updates and ask when you're stuck
- Want a long-term main job and to grow into a bigger marketing role
- Own results, not just tasks
Please don't apply if you're looking for a part-time gig, a short project, or a second job next to another full-time one.
What you'll do
- Instagram: make and schedule Reels, stories and carousels, write captions, reply to comments and DMs, track what works
- Email: build and send weekly email campaigns in Klaviyo, help set up and test flows
- SMS: write and send SMS campaigns, keep the list clean and opted-in
- Shopify: update products, pages, banners and discount codes
- DTC ads: make ad variations (copy, simple edits in Canva or CapCut) for Meta and TikTok tests
- AI: use AI tools for content, copy, short videos and research, and find faster ways to do things
- Report: a short weekly update on what you did, the numbers, and what you'll try next
Requirements
- 2+ years hands-on marketing for a consumer product brand online, with results you can show (Instagram growth, email or SMS numbers, store sales)
- You've run Instagram for a brand and written and sent email campaigns yourself (Klaviyo or similar)
- Daily use of AI tools (e.g. ChatGPT, Claude, Canva AI, CapCut) and you can show us how
- Comfortable in Canva and/or CapCut
- Good written English. Working English is required.
- Basic Google Sheets
- Reliable computer, internet and power backup
Nice to have, not required: building Klaviyo flows; Postscript or Attentive; Shopify admin; Meta Ads Manager; health, beauty or supplement brands.
Your future here
- Long-term role on a growing brand, working directly with the founder
- Room to grow into Senior Marketing Manager or Head of Marketing as you take on more
- Pay grows with your impact, with regular raise reviews
Due to high volume, if you haven't heard from us within 2 weeks, please consider your application unsuccessful.
How to apply
Email [email protected] with the subject line starting "MKT-MGR" (applications without it won't be reviewed). Include:
1. Your CV
2. 2-3 work samples with results: an Instagram account you ran (follower and engagement numbers), an email or SMS campaign you sent (open/click rates are great, blur client names), or content you made with AI tools
3. A short video of 3 minutes or less, with you on camera: introduce yourself, say why this role interests you, and tell us about something hard you taught yourself recently. Loom, an mp4, or a Google Drive link (set to "Anyone with the link") are all fine.
Or apply: https://tally.so/r/2jBDxM
Our process
1. Application review
2. Short unpaid skills test (2-3 hours max, 48 hours to send it). It's only a skills check; we won't use your work. AI use is allowed; we look at your thinking
3. 30-minute video interview where you share your screen, walk us through your test and show how you use AI
4. 2-4 week paid trial with weekly goals
5. Full-time role
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