Guest Services Coordinator

Company Overview

Founded in 2002, Exceptional Stays was created to bring a new, higher level of quality and service to the vacation rental industry in Telluride. Now, with over 20 years of experience in the hospitality and property management industries, Exceptional Stays provides a knowledgeable and responsive team to travel professionals worldwide.

Position Summary

The Guest Services Coordinator reports to the Guest Services Manager and serves as a primary point of contact for guests throughout their stay. This role is responsible for managing guest communications, coordinating reservations, addressing inquiries, and delivering personalized recommendations that enhance the overall guest experience.

With a strong commitment to hospitality and customer satisfaction, the Guest Services Coordinator proactively resolves issues, anticipates guest needs, and identifies opportunities to create memorable experiences. The role works closely with internal departments and external vendors to ensure seamless operations, accurate information sharing, and exceptional service delivery.

The ideal candidate is highly organized, detail-oriented, and passionate about providing outstanding guest experiences. Strong communication skills, problem-solving abilities, and a service-first mindset are essential for success in this position.

Key Responsibilities

Concierge Duties:

• Reaches out to guests to coordinate reservations for transportation, dining, spa treatments, and other activities, ensuring seamless and personalized experiences are tailored to each guest's preferences.
• Performs scheduled phone shifts, managing all guest communications across Track pulse queues, voicemails, Pulse SMS, concierge, and personal Outlook accounts to ensure timely and comprehensive assistance.
• Offers expert advice and recommendations on local attractions, dining venues, entertainment options, and upcoming events to enhance guests' experiences, while utilizing Trip Around to craft personalized itineraries tailored to their preferences.
• Identifies opportunities to offer enhanced housekeeping services, amenities, and experiences to elevate guests' stay and maximize revenue opportunities.
• Engages with guests prior to their arrival to review customized itineraries, ensure accuracy of details and address any last-minute requests.
• Supports the service recovery process by tracking issues, coordinating interdepartmentally, and facilitating resolutions as necessary.

Communication and Coordination:

• Follows up daily on after-hours guest concerns to ensure prompt resolution.
• Maintains clear, concise, and professional communication with guests, colleagues, and third-party vendors via phone, email, and in-person interactions to ensure smooth operations.
• Reports any maintenance or housekeeping issues promptly and ensure follow-up to achieve timely resolution.
• Shares guest feedback and insights with all stakeholders and leadership to continuously improve service quality.
• Assist other departments as needed with project updates, property-specific information, creating work orders, coordinating deliveries, etc.
• Performs other duties as assigned by supervisor.

Required Qualifications

• A high school diploma or GED is required.
• Two (2) years of experience in a guest services role, preferably in a hotel or hospitality environment.
• Effective communication skills in spoken and written formats with internal and external customers.
• Must have attention to detail.
• Basic knowledge of Property Management Systems, Track and Trip Around are a plus, and a broad understanding of VRBO and Airbnb platforms.
• Must be able to utilize computer software, web-based resources, and Microsoft Office programs.
• Ability to learn and utilize multiple systems in the completion of job functions.
• Ability to work independently in a fast-paced, metric driven environment.
• Ability to make decisions in situations where variables exist.
• Must be able to assess situations and make mutually beneficial decisions within established guidelines.
• Sales skills including positioning products to meet the needs of the customer are required.

Compensation & Benefits

Hourly Salary $22 - $24

Bonus

• Target bonus up to 10% of annual base salary, subject to applicable deductions and withholdings. The bonus will be pro-rated for the portion of the year employed.

Benefits

• Paid time off such as PTO, sick days, and vacation days
• Health, Dental, and Vision insurance
• Life insurance
• Retirement benefits or accounts
• Healthcare spending or reimbursement accounts, such as HSAs, FSAs, and HRAs
• Long term and Short term disability insurance