Guest Experience Coordinator

HHM Hospitality; Bristol; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Guest Experience Coordinator to enhance guest satisfaction and oversee front desk operations. This role involves monitoring guest feedback, supervising staff, and ensuring compliance with brand standards. The ideal candidate will possess strong communication skills and a passion for hospitality. Join a dynamic team dedicated to providing exceptional service and creating memorable experiences for guests. This position offers opportunities for growth within the hotel industry, making it perfect for those looking to advance their careers in hospitality.

Qualifications

• Excellent verbal and written communication skills are essential.
• Proficiency in computer skills is required for daily operations.

Responsibilities

• Supervise guest experience and address concerns promptly.
• Communicate effectively with all departments to enhance guest satisfaction.
• Monitor guest experience index and implement improvements.

Skills

Verbal Communication

Written Communication

Computer Skills

Staff Motivation

Guest Service

Education

High School Diploma

Bachelor's Degree

Job description

Overview

Opportunity: Guest Experience Coordinator

The Guest Experience Coordinator will supervise the Guest Experience by assisting the Guest Experience Manager overseeing the lobby ambassador, concierge, and bell staff.

Potential Career Path

Guest Experience Manager

Positions Requirements

1. Monitor and analyze the guest experience index and regularly check and follow up with guest reviews and Medallia.
2. Communicate between all departments to ensure a quality guest experience.
3. Supervise the Guest Experience Index through trend analysis and ensure consistent communication of the results.
4. Make recommendations for improvements and resolve guest concerns promptly through communication with management.
5. Comply with Marriott guidelines and ensure all internal communications are on-brand per HHM standards. Respond and update as necessary.
6. Possess knowledge of all aspects of front desk operations, including check-in/check-out, settlement, award programs, and handling guest requests and complaints.
7. Communicate effectively with staff and guests, motivate the team, and respond quickly to requests and business needs.
8. Update and communicate hotel event information regularly and effectively.
9. Follow sustainability guidelines related to HHM’s EarthView program.
10. Practice safe work habits, wear safety equipment, and follow MSDS and OSHA standards.
11. Assist in the breakfast area or with luggage during peak periods or staffing shortages.
12. Ensure overall guest satisfaction.
13. Perform other duties as assigned by management.

Experience

1. Excellent verbal and written communication skills.
2. Proficiency in computer skills.
3. Ability to motivate staff and respond efficiently to guest requests and business volume.
4. High school diploma or equivalent required; Bachelor’s Degree preferred.
5. At least two years of hotel industry experience; front office experience is beneficial.

Work Environment and Context

• Work schedule may vary, including holidays, weekends, and alternate shifts.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending, reaching, stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

About Us

HHM Hotels is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, age, religion, disability, veteran status, genetic information, citizenship, or any other protected group.

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