Guest Experience Coordinator

Acqualina Resort & Residences on the Beach; Florida; Presencial; USD 22.000 - 33.000; Jornada completa

Descripción de la vacante

Acqualina Resort & Residences on the Beach is seeking a Guest Experience Coordinator to handle pre-arrival requests, curate the guest experience, and facilitate inter-departmental communication. The role supports Reservations, Concierge, and Front Desk teams to ensure a seamless guest journey.

You will gather guest preferences, birthdays, and special occasions prior to arrival, then leverage CRM tools to tailor services and communications.

Formación

• High school diploma or equivalent required.
• Fluency in English with strong communication skills.
• Ability to input and access information in systems.
• Strong attention to detail and accuracy in handling guest information.
• Team player with good judgment and problem-solving.
• Knowledge of guest service best practices preferred.

Responsabilidades

• Handle pre-arrival requests promptly and courteously.
• Curate guest experience by gathering relevant information before arrival.
• Facilitate inter-departmental communication and assist with reservations overflow.
• Maintain knowledge of resort facilities, services and room layouts.
• Input and update guest information in the property management system.
• Assist with CRM communications and pre-stay messaging.
• Create detailed guest profiles to enable personalized services.
• Reach out to guests prior to arrival to capture special dates and preferences.
• Resolve guest issues and maintain high guest satisfaction.
• Prepare daily and monthly PAC opportunity logs and reports for leadership.
• Coordinate with Guest Experience Managers pre- and post-stay to build loyalty.
• Support reservation and concierge teams in handling inquiries and requests.

Conocimientos

Fluency in English

Attention to detail

Customer service orientation

Teamwork

Educación

High school diploma or equivalent

Some college or hospitality training

Descripción del empleo

The Guest Experience Coordinator is responsible for providing prompt, courteous and efficient handling of all pre-arrival requests, curating the guest’s experience by gathering relevant information prior to guest arrival to ensure that their experience is up to standard, and facilitating inter-departmental communication and assisting with reservation’s communications overflow.

JOB OVERVIEW

The Guest Experience Coordinator is responsible for providing prompt, courteous and efficient handling of all pre-arrival requests, curating the guest’s experience by gathering relevant information prior to guest arrival to ensure that their experience is up to standard, and facilitating inter-departmental communication and assisting with reservation’s communications overflow.

REPORTS TO: Guest Experience Managers

SUPERVISES: N/A

KEY RELATIONSHIPS

Internal: Staff in Reservations, Guest Experience, Concierge, Guest Services, Front Desk, PBX, Sales & Catering, Housekeeping, Engineering, Food & Beverage, Resort Managers, and Executive Offices.

External: Resort guests/visitors, Travel and Tour Company representatives, other Resorts.

QUALIFICATIONS

Essential

• High school graduate or equivalent vocational training certificate.
• Compute basic arithmetic.
• Fluency in English both verbally and non-verbally.
• Provide legible communication and directions.
• Ability to input and access information in the property management system/computers.
• Satisfactorily communicate with guests, leadership and co-workers to their understanding.
• Ability to:
• perform job functions with attention to detail, speed and accuracy.
• prioritize and organize.
• be a clear thinker, remaining calm and resolving problems using good judgment.
• follow directions thoroughly.
• understand guest’s service needs.
• work cohesively with co-workers as part of a team.
• work with minimal supervision.
• maintain confidentiality of guest information and pertinent Resort data.

Desirable

• Some college or training in the Hospitality Industry.
• Luxury resort experience
• Previous experience as a Reservation Agent/Concierge.
• Fluency in a foreign language, preferably Spanish or Portuguese.
• Ability to suggestively sell.
• Previous guest relations training.

PHYSICAL ABILITIES

Essential

• 1. Exert physical effort in transporting 30 pounds.
• 2. Endure various physical movements throughout the work areas.
• 3. Reach 12 inches.
• 4. Remain in stationary position for 8 hours throughout work shift.

ESSENTIAL JOB FUNCTIONS

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Customer Service Relationship building.
• Increase guest information capture such as email address, postal address, birthday and phone number
• Print daily arrival report to ensure all arrivals are updated with information obtained during pre-arrival
• Update PAC Opportunity Log on a daily basis to track arrival PAC success rate; catalogue the reasons of not being able to obtain guest information during pre-arrival process and share with management team
• Provide weekly and monthly summary of PAC opportunity log to senior leadership team in order to evaluate the efforts of pre-arrival calls and identify areas of opportunity to improve its productivity
• Assist with the implementation of CRM/Digital Alchemy (customer relationship management) communications (confirmation letter, pre-stay, birthday greeting, thank you note)
• Create meaningful, detailed profiles for our guests during pre-arrival calls so that we can plan custom services such as “kids night out” when we have a group of similar age children in the resort or an art tour of the Mansions for art enthusiast
• Call guests prior to arrival to gather information about them such as birthdays, anniversaries, allergies, preferences and any relevant information that will ensure that their experience is up to standard.
• Liaise with the Guest Experience Managers pre-stay as well as post-stay so that we can leverage the data collected during the stay to help create loyalty
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge of:

• All Resort facilities/services, hours of operation.
• All guest room layouts, bed types, decor, appointments and locations.
• Room availability for any given day.
• Restricted dates, rates and room types.
• All room rates, packages and promotions.
• Specific arrangements between Resort and travel agencies, corporate reservations center.
• Entertainment/special events scheduled in the Resort.
• Access all functions of the computer system.
• Set up work station with necessary supplies and resource materials.

• Answer telephone calls within 3 rings, using correct salutations and telephone etiquette.
• Process all reservation requests, changes and cancellations received by phone, fax, telex, mail, internally and through corporate reservations center or travel agencies.
• Ascertain callers' needs through open-ended questions.
• Describe room accommodations and all amenities.
• Obtain all designated information to book a reservation.
• Accommodate special requests and designate such in system.
• Access guest history records to best service guests; maintain accurate information in guest history files.
• Maximize rate for all reservations.
• Promote and sell holiday and other packages to callers requesting reservations on designated dates.
• Assist callers with dining room reservations and amenity orders.
• Verify availability. Suggest alternate dates for sold-out dates.
• Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.
• Relay accurate information on transportation arrangements from airport to Resort; input and document such requests.
• Set up proper billing accounts (i.e., sharewiths, room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits.
• Verify all reservation information with caller to ensure accuracy.
• Input correct information into proper fields to inform other departments of pertinent information (i.e., flags, comments, guest message).
• Input all manual reservations into the system.
• Process confirmation letters.

• Designate and apply appropriate travel agency commissions.
• Initiate deposit refunds for non-group reservations.
• Monitor and maintain wait lists daily.
• Process requests for mailing brochures, correspondence and package information.
• Compile and maintain information for daily/weekly/monthly reports.
• Review status of assignments and any follow-up action with on-coming Agent.
• Accept additional responsibility as needed

SECONDARY JOB FUNCTIONS

• Contact area Resorts for availability and rates.
• Document maintenance needs on work orders and submit to Manager.