What makes a great guest experience advisor?

No hospitality business can survive without great guest satisfaction. Enter: the guest experience advisor.

“Okay, but what exactly is a guest experience advisor?”, you might be asking yourself:

The role of a guest experience advisor is to make sure our customers experience ‘holiday happy’ every time they come to Parkdean. 

Measuring customer satisfaction and finding ways to constantly improve customer service is a big part of the role.

The best guest experience advisors are folks with pockets full of passion and tonnes of team spirit. 

If you’re a big people person, passionate about customer service, and love the idea of working with enthusiastic holiday-makers, then this could be a brilliant job for you.

Let’s dive into the finer details of a guest experience advisor’s job — and what makes a great one.

The role of a guest experience advisor

What is guest satisfaction?

At the heart of it, guest satisfaction is about how happy visitors were with their experience during their stay — and whether or not the experience met their expectations.

In hospitality, there are some specific benchmarks and ways of measuring guest satisfaction that can help improve customer service.

Part of this process involves understanding the target audience and getting to know what their expectations are. 

For Parkdean, our guests are families and groups of holiday-makers who are looking for a fun, friendly, personalised service. Knowing this makes it easier for us to ensure great guest satisfaction for all of our visitors.

Safeguarding guest satisfaction

A positive guest experience and customer satisfaction are the backbone of a hospitality career at Parkdean. It’s what keeps our visitors happy and coming back to make memories on their holidays year after year.

Parkdean’s guest experience advisors play a big part in this:

They’re a part of the front-of-house reception team, acting as the face and voice of our resorts. It’s up to them, first and foremost, to communicate our company culture and use their natural charisma to help guests have the best time possible.

This can involve:

1. Welcoming and checking in guests
2. Providing information about the resorts and what’s on
3. Taking payments

What makes a great guest experience?

• Customer service: Making sure guests have what they need when they need it, and treating all visitors with your utmost attention is at the very centre of a great guest experience.
  
  

• Problem-solving: Being able to creatively find solutions for whatever potential concerns a guest may have — and doing so with a smile — is a huge factor.
  
  

• Empathy: The ability to connect with a guest and be sensitive to their experience is what sets a good guest advisor apart from a great one.
  
  

• Active listening: Tuning in with your full attention and making sure you’re truly listening — not just hearing — is what makes active listening such an important part of great guest experiences.
  
  

• Friendly and welcoming: There’s so much to be said for the attitude that you bring to the role. As a guest experience advisor, you may not always have the solutions on hand — and you’re not expected to. There’s always a way to work around any bumps in the road, but what matters most of all is how a guest feels when they’re in your presence. A friendly and welcoming attitude goes a long, long way.
  
  

• Event organisation: Attention to detail and a natural ability to put a plan together is an important part of putting together a great guest experience.
  
  

• Admin: Keeping track of day-to-day details, staying organised with bookings, and on top of emails and phone calls is the unseen grease that keeps the guest experience running smoothly. 

As a guest experience advisor, you’ll get the chance to work on these skills on the job and potentially kickstart your career in administration.

Dive into guest experience with Parkdean

Not only are we passionate about our guests having an incredible experience, but we feel the same about our team, too. That’s why we’re so proud of the results of our employee engagement survey, which shows that 88% of Parkdean employees are proud to work at our resorts — that’s well above the industry average.

Inspired by what we’ve described? Reckon you’d be a great guest experience advisor? Why not take a look at our open jobs and find out how you could become a part of the Parkdean team?