Guest Experience Coordinator (Prearrival)

Job Description

Job Description

Overview

History and spectacular landscapes come together, at the foot of the Blue Ridge Mountains. Celebrated landmarks, including Thomas Jefferson's Monticello and the University of Virginia, are clustered here among swathes of the East Coast's most beautiful scenery. The region is also home to over 25 wineries, breweries and cideries. 

This is the setting for Keswick Hall, an impressive 80-room luxury boutique hotel nestled on 600 acres which recently re-opened in 2021 after renovations. Home to the prestigious Keswick Golf Club, Marigold Restaurant, by Jean-Georges, a new luxury spa and sports and aquatics center.  

Keswick offers an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. In addition, we offer a robust benefits package including health, dental, vision, life and disability; a competitive PTO offering, as well as 401(k).

POSITION PURPOSE 

A brief summary of the purpose this position must fulfill. 

The Guest Experience Agent is responsible for managing all pre-arrival communications and arrangements for guests. This role involves coordinating with various hotel departments to ensure that guest preferences are met and that the arrival experience is exceptional. 

ESSENTIAL DUTIES & RESPONSIBILITIES  

To perform this job successfully, an individual must satisfactorily perform each essential duty.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties. 
Guest Communication: Engage with guests prior to their arrival via phone, email, or messaging platforms to confirm reservations and address special requests. 

Reservation Management: Review and manage guest reservations, ensuring accuracy and attention to detail. 

Personalization: Gather and document guest preferences and special occasions to personalize their stay. 

Coordination: Collaborate with housekeeping, front desk, and other departments to ensure all guest needs are met before arrival. 

Information Sharing: Provide guests with information about hotel amenities, services, and local concierge requests to enhance their stay. 

Problem Resolution: Address any pre-arrival issues or inquiries, ensuring a positive guest experience. 

Reporting: Maintain accurate records of guest interactions and preferences for future reference. 

Other job duties as assigned. 

QUALIFICATIONS 
High school diploma or equivalent; degree in hospitality or related field preferred. 

Previous experience in a hotel or customer service role is a plus. 

Strong verbal and written communication skills. 

Detail-oriented with excellent organizational abilities. 

Proficiency in hotel management software and Microsoft Office Suite. 

Ability to work in a fast-paced environment and handle multiple tasks simultaneously. 
Weekend, Holiday and Overtime may be required.  

  LICENSES/CERTIFICATIONS:

None Required.  

KNOWLEDGE SKILLS AND ABILITIES 

Knowledge of Opera Cloud preferred.  

WORD, EXCEL, OUTLOOK knowledge required. 

Well-developed communication and customer relations skills.  

Highly organized.  

Ability to work flexible shifts including holiday, weekends, and overtime  

Results-oriented with the ability to be flexible and work well under pressure. 

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties. 

Typically sitting at a desk or table.  Intermittently sitting, standing, walking or stooping.   

Some lifting may be required (up to 25 pounds) 

UNIFORM REQUIREMENT 

Business casual attire required.  
At this time, Keswick will not sponsor a new applicant for employment authorization for this position.