Guest Experience Coordinator

Holiday Inn Express Liberty Way; Olde West Chester (OH); On-site; USD 32,000 - 52,000; Full time

Benefits offered by this job

401(k) matching

Dental insurance

Health insurance

Paid time off

Vision insurance

Job summary

Middletown Hotel Management is seeking a Guest Services Representative to serve as the first point of contact for guests and to ensure exceptional service. You will document guest concerns, coordinate with departments, and promote hotel facilities while maintaining a welcoming lobby environment.

The role requires strong communication, detail orientation, and a friendly demeanor to support guest satisfaction and smooth operations.

Qualifications

• Associate's degree in business administration preferred.
• 2+ years of experience in a customer service role.
• Experience using a multi-line office phone.
• Proficiency with computers and office technology.
• Proficiency with Microsoft Office applications.
• Must be detail-oriented to accurately document guest interactions in the database.
• Ability to stand for extended periods.
• Exhibits a positive and friendly demeanor in all guest interactions.
• Strong listening skills with the ability to address guest concerns and de-escalate issues.

Responsibilities

• Serve as the first point of contact for guest information and inquiries.
• Address and document guest concerns accurately in the database.
• Achieve amicable resolutions to guest concerns and service recovery situations.
• Coordinate with other departments to address and resolve guest needs.
• Update and maintain accurate guest records.
• Apply creative problem-solving to achieve guest satisfaction.
• Complete product knowledge training to confidently answer guest questions.
• Promote hotel facilities, amenities, and activities.
• Maintain the cleanliness of lobby areas.
• Maintain a professional and welcoming demeanor at all times.

Skills

Customer service experience

Detail-oriented

Active listening

Computer proficiency

Office phone skills

Education

Associate's degree in business administration

Tools

Multi-line office phone

Microsoft Office

Job description

Middletown Hotel Management is seeking a Guest Services Representative to serve as the first point of contact for guests and to ensure exceptional service. You will document guest concerns, coordinate with departments, and promote hotel facilities while maintaining a welcoming lobby environment.

The role requires strong communication, detail orientation, and a friendly demeanor to support guest satisfaction and smooth operations.