Guest Experience Coordinator

Thesaguaro; Austin (TX); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Free food & snacks

Free uniforms

Health insurance

Paid time off

Vision insurance

401(k)

Dental insurance

Employee discounts

Job summary

The LINE is seeking a dynamic Guest Experience Coordinator to join our team in Austin. The ideal candidate will have a hospitality mindset and an entrepreneurial spirit, ensuring memorable experiences for guests across outlets.

Responsibilities include coordinating guest experiences, VIP program support, curbside check-in assistance, and collaboration with Front Office to uphold brand standards. A positive, detail-oriented attitude is essential.

Qualifications

• High School diploma or equivalent required.

Responsibilities

• Maintain courteous, professional demeanor at all times.
• Establish and maintain communications with colleagues and other departments.
• Coordinate guest experiences and pre-arrival follow-up per procedures.
• Oversee and implement Guest Experience initiatives.
• Assist with VIP programs and curbside check-in to ensure smooth arrivals.
• Be knowledgeable on hotel Lobby Shop products and maintain inventory.

Skills

Strong communication

Collaborative spirit

Ethical conduct

Problem solving

Attention to detail

Positive attitude

Customer service

Microsoft Office

Opera PMS

Education

High School diploma or GED

Tools

Microsoft Office

Opera PMS

Job description

Benefits

• Free food & snacks
• Free uniforms
• Health insurance
• Paid time off
• Vision insurance
• 401(k)
• Dental insurance
• Employee discounts

About our Brand

More than a group of hotels, the LINE is a creative community built around a sense of discovery — an exploration of a building, a neighborhood, and a culture. From Koreatown in LA to Adams Morgan in DC to downtown Austin, each property is architecturally interesting and chosen for its location in emerging neighborhoods in compelling cities. The LINE hotels are both reflective and responsive— shaped by the communities they are part of while also contributing something new to those places. The LINE properties are a collaboration of the best local and out-of-town talent in design, food and beverage, arts and culture.

About our Company

More than a group of hotels, the LINE is a creative community built around a sense of discovery — an exploration of a building, a neighborhood, and a culture. From Koreatown in LA to Adams Morgan in DC to downtown Austin, each property is architecturally interesting and chosen for its location in emerging neighborhoods in compelling cities. The LINE hotels are both reflective and responsive— shaped by the communities they are part of while also contributing something new to those places. The LINE properties are a collaboration of the best local and out-of-town talent in design, food and beverage, arts and culture.

In the heart of New York City, The Ned NoMad embodies timeless elegance and modern luxury within the historical Johnston building at the bustling intersection of 28th and Broadway. Expect experiences that transcend accommodation, becoming journeys through time and style. The building also houses Ned's Club NoMad New York, a private membership club with a global community of like‑minded professionals seeking connection and inspiration in exclusive spaces. Coming soon is Ned's Club Washington DC, offering even more opportunities for meaningful connections and enriching experiences.

That colorful hotel in the desert, The Saguaro is a good time. It’s not that complicated. There’s plenty of sunshine, a buzzing pool scene and lots of local flavor.

We are seeking a dynamic Guest Experience Coordinator to join our team. A successful candidate will have a genuine passion for the hospitality industry and an entrepreneurial spirit.

Responsibilities

1. Must be courteous and gracious, maintaining a professional demeanor at all times
2. Establish and maintain good communications and teamwork with fellow colleagues and other departments within the hotel
3. Maintain “open door” communication with employees
4. Seek out opportunities for guest‑centric experiences in all outlets of the hotel by following established procedures to conduct pre‑arrival, and follow up from guest correspondence and feedback
5. Oversee and implement Hotel Guest Experience initiatives
6. Be an Experience Assistant by being a liaison with in‑house guests, provide service poolside during the summer months, do VIP meet and greets during check‑in, and coordinate among all departments for seamless execution of service
7. Coordinate the VIP program which includes identifying potential guests and updating the guest profile with background information, assisting Front Office team in identifying potential upsell guests to the couple’s floor, and communicating successes to the Hotel in an effort to keep intensity and focus high
8. “No Fuss” Curbside Check in which includes assisting the Reservations and Front Office teams to identify guests and achieve a seamless arrival experience for return guests.
9. Monitor Curbside Check in by setting a goal of 15% of all arrivals as Curb Side guests and communicating successes to the Hotel in an effort to keep intensity and focus high
10. Be knowledgeable on all products available within the hotel Lobby Shop
11. Monitor and maintain Lobby Shop, perform product inventory, and all guest transactions
12. Work with Front Office Managers and Reservations Team to learn from each other’s successes and failures to develop a consistent product company wide
13. Proficient in all department systems and programs including Property Management System, Guest Service Request and Reservation Systems
14. Coach staff to achieve culture standards & core standards of Guest Experience Assistant/Manager and couple experience
15. Supervise the activities of the Front Office team in order to ensure adherence to The Line Hotel standards, policies & procedures
16. Assist with responsibilities and duties in the absence of or due to heavy volume in any Rooms Division area
17. Ensure staff understands their job expectations before holding them accountable
18. Maintain awareness of documentation needed and retained in employee files
19. Be familiar with all safety and emergency procedures including OSHA requirements
20. Attend relevant meetings

Core Competencies

1. High School diploma or general education degree (GED)
2. Three (3) years related experience in hospitality or service industry preferred
3. Strong communication skills
4. Collaborative spirit
5. Ethical Conduct
6. Computer Proficiency: Microsoft Office, Opera PMS
7. Positive Attitude
8. Eye for Detail
9. Problem solving abilities

Compensation & Benefits

We offer competitive wages and benefits while fostering a diverse and inclusive work experience.

We thrive in being a diverse work environment. Consideration for employment will be based upon personal capabilities and qualifications without discrimination based on race, color, religion, sex, gender identity, age, national origin, disability, sexual orientation, or any other protected characteristic as established by law.