Customer Experience Coordinator - Manchester Grand Hyatt

Customer Experience Coordinator

The Customer Experience Coordinator will act as liaison between Encore, venue, and customer. Provide customers with information and support in a professional and friendly manner while building relationships to ensure a high-quality experience. This position will report to Director, Event Technology.

Key Job Responsibilities

Customer Contact

Acknowledge and interact with customers while maintaining a pleasant and professional image.

Build relationships with customers to establish trust and open communication.

Pro-actively identify potential issues and provides solutions to client's concerns.

Respond quickly to questions and requests and handle service problems politely and efficiently.

Attend Venue meetings as required.

Billing

Communicate billing information to customers, resolve billing concerns and obtain signatures.

Convey and enter billing changes and communicate billing challenges to appropriate Encore team members.

Prepare billing reports daily and submit them to the venue for reconciliation.

Data Entry

Enter customer contact information and details into CRM system.

Enter and reconcile Exhibit customer payments into the billing system.

Customer Engagement

Accompany selling manager on PreCon and Site Visit meetings as needed.

Coordinate customer follow-up and support thank you messages.

Coordinate with hotel sales team for site visit attendance and support.

Drive customer service excellence by engaging in multiple points of contact throughout the day.

Act as a service liaison between customer, Encore team and venue partners.

Operational Support

Demonstrate knowledge of hotel and facility services.

Coordinate and communicate any customer concerns with appropriate venue partner team for resolution.

Job Qualifications

High School Diploma is required. Associate degree is preferred

1+ years of administrative, sales or hospitality experience preferred.

Proficiency Microsoft 365 and web-based applications.

Strong written and oral communication skills

Strong organizational and interpersonal skills

Encore's Service Level 100, 200 & 300 Certifications to be obtained within 90 days

Ability to multi-task and work well under pressure

Competencies

Deliver World Class Service

Hospitality

Ownership

Do The Right Thing

Instills Trust

Safety Conscious

Drive Results

Action Oriented

See The Big Picture

Ability to Prioritize

Value People

Communicates Effectively

Physical Requirements

Team members must meet the physical demands listed below to successfully perform essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sitting: 6-8 hours per day

Standing: 2-3 hours per day

Walking: 0-1 hours per day

Stooping: 0-1 hours per day

Crawling: 0-1 hours per day

Kneeling: 0-1 hours per day

Bending: 0-1 hours per day

Reaching (above your head): 0-1 hours per day

Climbing: 0-1 hours per day

Grasping: 0-1 hours per day

Lifting Requirements

0-15 lbs*: Frequently

16-50 lbs*: Occasionally

51-100 lbs: Never

Over 100 lbs: Never

Carrying Requirements

0-15 lbs*: Frequently

16-50 lbs*: Occasionally

51-100 lbs: Never

Over 100 lbs: Never

Auditory/Visual Requirements

Close Vision: Continuously

Distance Vision: Frequently

Color Vision: Continuously

Peripheral Vision: Occasionally

Depth Perception: Occasionally

Hearing: Continuously

Pushing/Pulling Requirements

0-15 lbs*: Occasionally

16-50 lbs*: Occasionally

51-100 lbs*: Never

Over 100 lbs: Never

*Identifies the physical requirements that team members perform without assistance.

Team members must be able to meet the physical demands above in order to successfully perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

Hotel

Work is performed in a hotel/convention center environment with moderate exposure to outdoor temperatures and to dirt, sand and/or dust. The working conditions will vary between moderately quiet to noisy volumes. Team members may be asked to work in multiple hotel locations. Working times will include irregular hours and on-call status including days, evenings, weekends, and holidays. Team members must adhere to appearance guidelines as defined by Encore based on an individual hotel or a representation of hotels in that city or area.

The above information on this description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

Hourly Pay Range: $18.77 - $24.40

The compensation offered for this role is determined based on the qualifications outlined in the job posting for the specified location. Final compensation is based on a number of factors including location, travel, relevant work experience, or particular skills and expertise. In addition, some positions may be eligible for other compensation such as potential overtime, bonuses or incentives.

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