Experience and Membership Coordinator

Royal Sonesta San Juan; North Carolina; On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical Insurance

401(k) Retirement Plan

Paid Vacation

Education Assistance

Employee Discounts

Parental Leave

Paid Sick Days

Development Programs

Job summary

Sonesta International Hotels seeks an Experience and Membership Coordinator to support Rooms Division with admin tasks, VIP blocks, and guest services. You will nurture club memberships, handle guest requests, and help drive satisfaction and revenue through cross-department collaboration.

The role requires organizational skills, a willingness to learn, and a customer-focused mindset in a fast-paced hotel environment.

Qualifications

• Some college and two years Front Office/Guest Service experience.
• Bachelor's degree in Hotel Management, Business Administration, or related field preferred.
• Must speak fluent English; other languages preferred.

Responsibilities

• Assist the Rooms Division Manager with administrative duties and special projects.
• Oversee Club Membership recruitment and retention.
• Respond to guest requests and complaints; implement service recovery guidelines.
• Manage VIP room blocks and verify Elite status for arriving guests.
• Analyze guest feedback and suggest improvements to ratings.
• Take and manage guest bookings, upsell opportunities, and enhance stays.
• Coordinate with Sales, Front Office, Reservations, Accounting, F&B, Housekeeping, and Maintenance.

Skills

Front Office

Guest Service

Customer Service

Administrative

Education

Some college

Bachelor's degree in Hotel Management

Job description

We're People People. Are you?

We're Sonesta International Hotels-the 8th largest hotel company in the U.S. (and growing fast ).

With a dynamic mix of full-service and focused hotels across major cities, our diverse portfolio of owned, managed, and franchised properties means we're everywhere our guests need us to be.

But here's the thing-we're not just in the business of hotels, we're in the business of people. We bring service with passion, loyalty with purpose, and create experiences that genuinely connect-delivering quality, value, and memorable stays across 1,000+ properties in eight countries (and counting).

What this role is all about

The Experience and Membership Coordinator, reports to the Rooms Division Manager and is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives. The role requires a professional with strong organizational skills, a desire to learn and grow, comfortable working with teams and demonstrating a culture of caring.

What you'll be doing

DUTIES AND RESPONSIBILITIES

• Assist the Rooms Division Manager with administrative duties and special project requirements.
• Oversee the Club Membership; including but not limited to, recruiting new members, and retaining existing ones.
• Respond quickly to guest requests and complaints. Establish and implement appropriate programs and service recovery guidelines that ensure the ultimate in guest experience and comfort.
• Ensure that rooms are blocked for VIP guests according to past history, rate, or preference. Verify Elite status for arriving guests. Check VIP rooms for final arrival.
• Analyze customer feedback from hotel guestbook, logbook, courtesy calls, surveys, and online reviews and suggest ways to improve ratings.
• Respond to any questions, needs and desires of guests, and follow up with guest to ensure their requests have been met to their satisfaction.
• Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary.
• Follow up guest feedback made through social media, surveys, letters, and other tools to share it with the departments involved.
• Communicate and assist in achieving departmental guest satisfaction, revenue and profit goals and objectives.
• Monitor guest compensations provided as recovery service to effectively meet budget guidelines.
• Establish and implement appropriate programs and service recovery guidelines that ensure the ultimate in guest experience and comfort.
• Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stays.
• Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Sales and Marketing, Front Office, Reservations, Accounting, Food and Beverage, Housekeeping, and Maintenance.
• Assist Front Desk, concierge, and bell staff during high traffic times.
• RESPONSIBLE BUSINESS
• Work under pressure and meet established goals.
• Ensure quality and standards meet expectations on a day-to-day basis.
• Stay safe all the time. Following our safety procedures, you'll report all incidents and wear any protective gear needed.
• Jump into other ad-hoc duties when your colleagues need your help.
• Attend periodically assigned trainings, line ups and meetings according to position.
• Perform other duties as assigned by your manager, for example: guest room tours, concierge services, special guest requests, etc.
• QUALIFICATIONS AND REQUIREMENTS
• Some college and two years Front Office/Guest Service experience at a hotel of similar size and complexity, or an equivalent combination of education and experience. Bachelor's degree in Hotel Management, Business Administration, or related field preferred. Must speak fluent English. Other languages preferred. Flexibility on schedule - morning, afternoon, night, weekend, weekday, and holiday shifts are all part of the job.

This job requires ability to perform the following:

• Frequently standing up or moving within and outside of the facility during the daily shifts
• Carrying or lifting items weighing up to 50 pounds
• Frequently handling objects and equipment
• Frequently bending, stooping, and kneeling

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

Anticipated Pay Range & Additional Job Information

How we reward you

At Sonesta, we know showing up for our guests starts with showing up for our people. That means supporting your health, your financial future, and everything in between.

Here's a snapshot of what we offer:

• Medical, Pharmacy, Dental, and Vision Insurance
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Paid Funeral Leave
• Sonesta Hotel Discounts
• Educational Assistance
• Paid Parental Leave
• Referral Incentive
• Doctor Clinic
• Sick Incentive
• Development Programs
• Milestone (Years of Service) Incentive
• Employee Cafeteria
• Company Paid Life Insurance
• Various Employee Perks and Discounts

Our Commitment to You

Sonesta is proud to be an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.

Before You Apply

To be considered, please complete the full application in addition to submitting your resume. Incomplete applications will not be reviewed.