Guest Experience Coordinator

The Carlyle, A Rosewood Hotel; New York (NY); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

Paid holidays

Retirement benefits

Job summary

The Carlyle, A Rosewood Hotel is seeking a Guest Experience Coordinator to manage all stages of guest journeys, from pre-arrival to post-departure. You will ensure a seamless experience by coordinating with Housekeeping, Room Service, Engineering, and other departments while upholding The Carlyle standards.

We value a polished, professional approach, meticulous attention to detail, and the ability to anticipate guest needs.

Qualifications

• Minimum Bachelor Degree in Hospitality Management or equivalent work experience.
• 3+ years in luxury hotel guest services or similar.
• Detail oriented with speed and accuracy in a multitasking environment.

Responsibilities

• Coordinate pre-arrival, in-house, and post-departure guest details to ensure seamless experience.
• Maintain knowledge of hotel services, room types, and availability for planning and guest communication.
• Communicate requests to Housekeeping, Room Service and Engineering, ensuring timely action.
• Attend required meetings and participate in departmental pre-shifts and associate meetings.
• Model Rosewood culture and uphold brand standards in all guest interactions.

Skills

Attention to detail

Problem solving

Communication

Interpersonal skills

Team player

Calm under pressure

Speed and accuracy

Guest needs anticipation

Education

Bachelor's degree in Hospitality Management

Tools

Opera

HotSOS

Microsoft Office

Job description

We believe that life is made of many journeys: inspiration, wonderment, curiosity, or the simple joy of discovering something new every day. If you share the same sentiment, then this opportunity is for you.

The Carlyle, A Rosewood Hotel is looking for a Guest Experience Coordinator. This role is responsible for coordinating all elements of pre-arrival, in-house, and post-departure details to create a seamless guest experience. This role is essential in the preparation and organization of the department’s operation. Must have a positive demeanor to build and maintain valuable relationships not only with guests, but also other hotel departments and third-party vendors. A sharp attention to detail is required.

Responsibilities

• Exude a polished and professional tone and manner both in person, over the phone, and through email correspondence
• Arrange appropriate amenities and organize personalized welcome cards for greetings and special occasions.
• Ensure all relevant information, history, and preferences are collected and documented uniformly
• Effectively communicates requests and concerns to other departments including Housekeeping, Room Service and Engineering in advance
• Develops an ambitious working pace ensuring all reservations are completely reviewed at least 3 days before their arrival date
• Control departmental inbox and takes ownership of all incoming guest requests from initial introduction to completion
• Take every opportunity to anticipates guest needs and exceeds their expectations
• Maintain complete knowledge at all times of:
• Hotel features/services, hours of operation.
• Room types, numbers, layout, decor, appointments, and location.
• Room availability status for any given day.
• Scheduled in-house group activities, locations, and times.
• Understand and adapt to the sense of urgency needed in time-sensitive situations
• Contribute to the development of policies and procedures as well as the implementation of improvements made to the department
• Model the company’s culture, vision, mission and core values at all times.
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Encourage effective flow of communication by attending required hotel meetings and conducting departmental pre-shift and monthly associate meetings.
• All other duties as required.

Qualifications

• Minimum Bachelor Degree in Hospitality Management or equivalent work experience
• Minimum 3 years of experience in a similar capacity for a luxury or
• Must be able to perform job functions with attention to detail, speed and accuracy
• Be a clear thinker, remaining calm and resolving problems using good judgement
• Follow directions thoroughly
• Understand a guest’s service needs
• Work cohesively with co-workers as part of a team
• Detail oriented and hands on, being able to maintain an organization in a multi-tasking environment.
• Team player with strong interpersonal skills, capable of engaging emotionally with guests and colleagues.
• Comply with quality assurance expectations and standards as directed by management (Forbes, LQA and Rosewood Brand Standards).
• Maintain confidentiality of guest information and pertinent hotel data
• Prior heavy exposure to front desk assistant manager job duties.
• Thorough knowledge of Hotel Operations, Hotel Services, Hotels policies and regulations, technical knowledge of Opera, HotSOS and Microsoft Office Application
• Ability to be resourceful, creative and maintain flexibility
• Required to speak, read and write English, with fluency in other languages highly preferred
• Must be able to exert physical effort in transporting 15 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding
• Medical, dental, vision and retirement benefits
• Paid holidays
• We encourage personal and professional growth. Continue the Rosewood Journey through global talent development opportunities.