Guest Experience Coordinator

Guest Experience Coordinator

You will be responsible for transporting guests virtually anywhere they like to go any time. Provide prompt, courteous, and efficient handling of all incoming calls, keep track of guests' requests, follow up to ensure satisfactory service and assistance for outgoing calls.

Follow up with guests to ensure their requests or problems have been met to their satisfaction. Receive, record, and relay messages accurately, completely, and legibly. Contact appropriate individuals or departments (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest calls, requests, or problems. Accept and record wake-up call requests and deliver them to the appropriate department. Answer, record, and process all guest calls, requests, questions, or concerns. Follow up with guests regarding satisfaction with guest-related issues. Assist other team members to ensure proper coverage and prompt guest service. Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences, and acting on them whenever possible. Address guests' service needs in a professional, positive, and timely manner. Engage guests in conversation regarding their stay, property services, and area attractions/offerings. Thank guests with genuine appreciation and provide a fond farewell. Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call. Handle sensitive issues with team members and/or guests with tact, respect, diplomacy, and confidentiality. Develop and maintain positive and productive working relationships with other team members and departments. Partner with and assist others to promote an environment of teamwork and achieve common goals. Advise guests of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required. Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message. Process guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls. Forward calls to Front Desk during breaks, at night, or whenever the phones are unattended. Thoroughly understand safety procedures and have numbers to the Police, Fire, and Telephone Repair departments. Perform other duties as assigned, including assisting other departments on an as-needed basis.

Ability to clearly and pleasantly communicate in English, both orally and in writing, using proper spelling and grammar, with guests, co-workers, and management to their understanding, both in person and by telephone. Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision. Ability to interact in a polite, professional, and engaging manner upon encountering resort guests, whether on the grounds of the resort, while working a resort function, upon entering or leaving from work, or at any other time. Ability to work a flexible schedule that may include evenings, weekends, and holidays. Ability to be a clear thinker and remain calm in emergency situations.