Guest Experience Coordinator
2 days ago
The Guest Experience Coordinator will play a pivotal role in creating memorable experiences for our guests. Your primary responsibility will be to proactively communicate with guests through various channels (phone, email, chat) to provide pre-arrival information, answer inquiries, and address concerns.
You will ensure timely and accurate responses to guest queries regarding hotel policies, amenities, local attractions, and other relevant information. In the event of guest complaints or issues, you will handle them promptly and professionally, seeking resolutions and escalating to relevant departments if necessary.
As a Guest Experience Coordinator, you will work closely with the reservations team to ensure seamless handover of guest information and payment details. You will identify opportunities to upsell additional services, upgrades, or amenities to enhance the guest experience and increase revenue.
Promote hotel loyalty programs, special offers, and packages to encourage guest participation and loyalty. Build strong relationships with guests by demonstrating personalized service, attentiveness, and genuine care for their needs and preferences.
Maintain a guest database with accurate and up-to-date contact information, preferences, and special requests. Track and analyze pre-arrival metrics, such as confirmation rates, booking trends, and guest feedback, to identify areas for improvement and develop strategies for enhancing the pre-arrival experience.
Generate regular reports on pre-arrival activities, including guest communication, conversion rates, and upselling performance.
Required Skills and Qualifications:- Previous experience or an internship in hospitality, customer service, or a similar role is a plus but not required.
- Strong written and verbal communication skills, with the ability to convey clear and professional information.
- Excellent interpersonal skills and the ability to build rapport with guests and team members.
- Highly organized and detail-oriented, able to multitask and meet deadlines without compromising on accuracy.
- Comfortable using various technology tools like email, chat systems, and reservation software.
- Ability to work independently and collaborate well with others in a team-oriented environment.
- Knowledge of local attractions and the hospitality industry would be beneficial.
This role offers the opportunity to work in a dynamic and growing organization, with a focus on delivering exceptional guest experiences. You will have the chance to develop your skills and knowledge in a fast-paced environment, while contributing to the success of our business.
As a Guest Experience Coordinator, you will be part of a close-knit team that values collaboration, innovation, and continuous learning. We offer a competitive compensation package, including benefits and opportunities for career growth and development.
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