Event Experience Coordinator — Guest Liaison

Encore; East Naples (FL); On-site; USD 23,419 - 30,307; Full time

Job summary

Encore is hiring a Customer Experience Coordinator to act as a liaison between Encore, venues and customers, providing information and support to ensure a high-quality experience. The role reports to the Director, Event Technology and emphasizes relationship-building and proactive problem-solving.

Responsibilities include customer contact, billing coordination, data entry in CRM, and coordinating with hotel sales teams. Strong communication, organization, and hospitality experience are valued.

Qualifications

• High School Diploma required; associate degree preferred.
• 1+ year of administrative, sales or hospitality experience preferred.
• Proficiency with Microsoft 365 and web-based applications.
• Strong written and oral communication skills.
• Strong organizational and interpersonal skills.
• Service certifications to be obtained within 90 days.
• Ability to multi-task and work well under pressure.

Responsibilities

• Act as liaison between Encore, venue, and customers to ensure a high-quality experience.
• Acknowledge customers, build relationships, and resolve issues professionally.
• Assist with billing information, signatures, and reporting to venues.
• Enter customer details into CRM and reconcile payments in billing systems.
• Support selling manager at Conventions and site visits as needed.
• Coordinate follow-up communications and hotel sales team attendance.
• Provide excellent customer service across multiple touchpoints daily.
• Coordinate with venue teams to address customer concerns and resolution.
• Demonstrate knowledge of hotel and facility services.

Skills

Administrative support

Hospitality experience

Customer service

Communication skills

Multitasking

Education

High School Diploma

Associate degree preferred

Tools

Microsoft 365

Job description

Encore is hiring a Customer Experience Coordinator to act as a liaison between Encore, venues and customers, providing information and support to ensure a high-quality experience. The role reports to the Director, Event Technology and emphasizes relationship-building and proactive problem-solving.

Responsibilities include customer contact, billing coordination, data entry in CRM, and coordinating with hotel sales teams. Strong communication, organization, and hospitality experience are valued.