Guest Experience Coordinator

Job Description

Job Description

A Little Bit About Us

We offer exceptional vacation homes across the country's most celebrated ski towns and coastal retreats. Each property is carefully selected, locally managed, and held to an uncompromising standard of care. We live and work in the communities we serve, which means every stay comes with generous local knowledge, genuine hospitality, and the confidence that what you booked is exactly what you'll find.

We're proud to offer a competitive benefits package designed to support our employees both at work and beyond. Benefits and eligibility may vary by position and are subject to change. Full plan details and terms will be provided during onboarding.

Health, Dental & Vision Insurance
401(k) with Company Match
Paid Time Off (PTO)& Holidays (non-exempt employees)
Paid Flexible Time Off & Holidays (exempt employees only)
Paid Sick Leave

Benefits are subject to the terms and conditions of the applicable plan documents, which govern in the event of any discrepancy. The Company reserves the right to modify, suspend, or terminate benefit plans and programs at any time.

About This Job

We're looking for service-minded, resourceful Guest Experience Coordinators who enjoy helping people and solving problems in a fast-paced hospitality environment. As a Guest Experience Coordinator, you'll be a primary point of contact for our guests. You'll assist guests across phone, email, SMS, and chat, answering questions, resolving concerns, and helping ensure they have the information and support they need throughout their experience with First Chair Destinations. You'll work closely with our local Field Operations teams when guests need assistance at the property, helping connect the right people and information to get issues resolved quickly and effectively.

Compensation + Schedule

• $18.50 - $22.50 / HR or Annual less payroll deductions and all required withholdings
• Exact schedule TBD
• Working Hours: 12p - 9p MST
• Weekends and holidays may be required

Essential Job Functions

• Provide professional, knowledgeable, and timely assistance to guests through phone, email, SMS, and chat.
• Assist with questions related to reservations, properties, amenities, check-in and check-out, payments, policies, and other stay-related needs.
• Take ownership of guest questions and concerns, working toward resolution whenever possible.
• Partner with local Field Operations teams to coordinate support for guests experiencing issues during their stay.
• Assist with reservation changes, cancellations, refunds, relocations, and other reservation-related needs.
• Accurately document guest interactions, actions taken, and important reservation information in company systems.
• Identify situations requiring additional support and escalate to the appropriate team or leader when needed.
• Manage multiple guest conversations, tasks, and priorities while maintaining accuracy and responsiveness.
• Follow established policies and procedures while using good judgment to identify solutions that support both the guest and the business.
• Collaborate with Guest Experience teammates and teams across First Chair to provide consistent and effective guest support.
• Adapt to changing priorities and guest needs throughout the day and during periods of increased seasonal demand.
• Other duties as assigned because every day is different in hospitality!

Skills + Qualifications

• Experience working in hotel, hospitality, vacation or similar industry is highly preferred.
• College education is strongly preferred, though we recognize that great talent comes from many different paths.
• Ability to work independently in a remote environment while remaining connected and engaged with teammates and operational partners.
• Strong problem-solving skills and the ability to remain composed when handling challenging or time-sensitive guest situations.
• Ability to take ownership of guest needs and follow issues through to resolution.
• Strong attention to detail and organizational skills.
• Ability to prioritize and manage multiple conversations and tasks simultaneously.
• Comfortable learning and working across multiple technology platforms and communication systems.
• Sound judgment and the ability to make decisions within established guidelines.
• Strong collaboration skills and the ability to work effectively with both centralized and local teams.
• Dependable, adaptable, and comfortable working in an environment where priorities can change quickly.
• Tech-savvy with experience using various digital systems and applications and comfortable using mobile apps, tablets, and various software platforms.
• Comfortable talking to people—online or in person—and being able to share information in a way that's clear, thoughtful, and easy to understand.

Workplace Environment + Physical Requirements

• Fully remote work environment with reliable internet connection.
• Guest Experience operates seven days a week, and schedules may include weekends and holidays.
• Expect a heavier workload and more limited flexibility for time off during peak season, with more flexibility during the off-season.

This job description does not identify every requirement of the position. First Chair may change position requirements, responsibilities, and work environment  at any time with or without notice.

Some positions may require that you drive a personal vehicle and/or company vehicle for work purposes. Employees who are required to drive a personal vehicle must have reliable transportation, a valid driver's license, and be at least 18 years of age. Employees who are required to drive a company vehicle must have a valid driver's license, be at least 21 years of age, and have been a licensed driver for no less than 3 years.

An offer of employment for this role will be contingent upon the successful completion of  a background check.