Guest Experience Coordinator

Guest Experience Coordinator

The Estate Yountville | Yountville, CA

Position Summary

The Guest Experience Coordinator supports the daily operations of the Guest Experience department by ensuring guest requests, VIP details, amenities, communications, and follow-up items are organized, accurate, and executed with care. This role is an important part of creating a seamless, thoughtful, and personalized guest journey before, during, and after each stay. The ideal candidate is warm, organized, detail-oriented, proactive, and passionate about hospitality. This person works closely with the Guest Experience Managers, Front Office, Concierge, Reservations, and MOD team to ensure every guest experience feels personal, polished, and well cared for.

Key Responsibilities

Guest Communication & Administrative Support

• Support the Guest Experience team with daily guest communication, administrative tasks, and operational follow-up.
• Monitor and respond to guest requests through phone, email, text, ALICE, Opera, Revinate, or other applicable systems.
• Assist with pre-arrival communication, special requests, guest preferences, and stay details.
• Ensure guest notes, preferences, special occasions, and service requests are accurately documented in Opera and applicable systems.
• Prepare and organize daily VIP lists, arrival notes, amenity requests, guest experience reports, and follow-up items.
• Assist with post-stay follow-up, guest recovery communication, and internal documentation as needed.

VIP, Amenities & Personalization

• Coordinate VIP amenities, welcome notes, special occasion details, and personalized touches.
• Partner with Housekeeping, Food & Beverage, Spa, Concierge, and Front Office to ensure amenities are delivered accurately and on time.
• Track amenity requests, approvals, costs, and delivery status.
• Help identify opportunities to create thoughtful surprise-and-delight moments for guests.
• Ensure VIP and repeat guest preferences are updated and communicated to the appropriate teams.
• Support preparation for high-profile guests, special occasions, group VIPs, and ownership requests.

Concierge & Guest Experience Support

• Assist with itinerary preparation, restaurant reservations, winery appointments, transportation requests, spa bookings, and local recommendations.
• Maintain updated guest-facing materials, local guides, menus, winery information, transportation contacts, and experience collateral.
• Support the Concierge and Guest Experience team with confirmations, follow-up calls, and written itineraries.
• Help ensure guests are aware of Estate Yountville offerings, including Clementine, The Spa at Estate Yountville, Fox Bar, wine tastings, live music, bikes, house car service, wellness offerings, and resort amenities.
• Communicate daily property happenings, events, and operational updates to the appropriate teams.

Cross-Department Coordination

• Serve as a communication link between Guest Experience and other departments.
• Follow up with Housekeeping on room readiness, special setups, VIP preferences, and guest concerns.
• Coordinate with Food & Beverage and Spa on amenities, reservations, special requests, and guest recovery needs.
• Partner with Sales and Events on group arrivals, VIPs, rooming details, and special guest needs.
• Assist MODs and department leaders with guest-related documentation and follow-up.
• Ensure all guest requests are tracked from start to completion and escalated when needed.

Service Standards & Forbes Alignment

• Support Forbes Travel Guide service standards through accurate communication, personalization, and attention to detail.
• Use guest names naturally and ensure written communication is polished, warm, and professional.
• Maintain confidentiality and discretion with guest information, especially VIP and high-profile guests.
• Help identify service gaps and communicate opportunities for improvement to Guest Experience leadership.
• Support internal audits, role-play preparation, and service standard tracking as needed.

Systems & Reporting

• Maintain accurate records in Opera Cloud, ALICE, Revinate, Book4Time, Toast, or other applicable systems.
• Track guest issues, service recovery, amenities, special requests, and follow-up items.
• Prepare daily, weekly, or monthly reports related to guest experience, VIPs, amenities, reviews, and service opportunities.
• Assist with organizing guest feedback, survey responses, and Revinate comments for leadership review.
• Maintain department files, templates, SOPs, checklists, and communication logs.

Qualifications

• Minimum 13 years of hotel, resort, administrative, concierge, guest services, or hospitality experience preferred.
• Luxury hotel or high-touch guest service experience strongly preferred.
• Strong written and verbal communication skills.
• Excellent organization, attention to detail, and follow-through.
• Ability to manage multiple tasks and deadlines in a fast-paced environment.
• Warm, professional, discreet, and service-minded.
• Comfortable communicating with guests, managers, and cross-functional teams.
• Experience with Opera Cloud, ALICE, Revinate, Book4Time, Toast, or similar hospitality systems preferred.
• Proficient with Microsoft Office, Outlook, Excel, and shared documents.
• Flexible schedule based on business needs, including weekends or holidays when required.

The Estate Yountville offers an attractive compensation and benefits package and the opportunity to be part of a dynamic team.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

The Estate Yountville is an equal opportunity employer (Minorities/Females/Disabled/Veterans)

Hotel Villagio & Vintage House