Herceg Novi, Montenegro


The Guest Experience Agent is responsible to attend and handle all incoming room arrivals, as per the hotel standards and procedures, convert inquiries into actual room reservations and enhance guest loyalty, in order to increase hotel revenues. A part of your duties will be to improve the hotel's image and brand recognition, recognize VIP guests and apply the applicable policies. You will be responsible for ensuring Mamula Island guest needs are satisfied while providing excellent and professional service. This includes identifying guest needs and responding to them effectively and personally while fostering a unique Mamula team spirit, culture, and identification.


  • High school / Bachelor’s Degree in hotel management or similar
  • Advance knowledge of MS Office suite
  • Full working professional proficiency in English and Montenegrin, additional languages are a big asset
  • Minimum of one year experience in a high-end hotel property
  • Expertise in the creation and implementation of best practices and SOPs
  • Excellent understanding of the industry
  • Excellent interpersonal and communication skills
  • Customer service oriented
  • Resilient under pressure
  • Ability to work within a team as well as individually
  • Ability to coordinate, prioritize and oversee multiple projects
  • Ability to be flexible, resourceful, service-oriented, and self-motivated
  • Ability to take quick action to resolve emergency field maintenance requests
  • Must be able to diagnose problem quickly and accurately and recommend and effect required solutions
  • Excellent analytical and administration skills
  • Ability to forecast needs for resources, plan and assess problems and develop realistic solutions
  • Ability to negotiate effectively