Guest Experience Agent (F/M/X)

Nestled on the Gulf of Thailand’s captivating coastline, SO Sofitel Hua Hin stands as Hua Hin’s most distinctive 5-star hotel in Cha-Am, north to Hua Hin, just a short 2.5-hour drive from Bangkok, this luxury beachfront resort offers chic design with 100 rooms and 8 villas, including private pool villas.

A luxury private beachfront experience in Hua Hin defines the experience, with soft sand underfoot, tranquil shoreline walks, and the calming sound of waves creating a sense of effortless escape. Playful artwork, contemporary architecture, exclusive accommodations, exceptional dining, and a curated selection of activities complete a refined seaside destination for couples and families.

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.