Guest Experience Coordinator

Crescent Hotels & Resorts; Williamsburg (VA); On-site; USD 25,000 - 28,000; Full time

Job summary

Colonial Williamsburg Foundation is seeking a Guest Service Coordinator based in the Lodge Front Office to assist Front Desk Agents, Bell Staff, and Housekeeping, ensuring a smooth guest journey. You will answer calls, route guests to departments, or assist on the spot while upholding Forbes, Marriott Autograph Collections, and Crescent Hotels & Resorts standards.

The role requires prior customer service experience; preferred are luxury hotel background, Marriott brand familiarity, and Opera

Qualifications

• Prior experience in any customer service role.
• Luxury 4-5-star hotel guest service experience.
• Previous experience working at a Marriott Branded Hotel.

Responsibilities

• Ensure high quality and consistency of Marriott Autograph Collections Standards.
• Communicates with guests before, during and after their stay, using a variety of operating systems.
• Keeps accurate records of guest information and requests.
• Dispatches other departments to act on guests requests in a timely manner.
• Identifies and resolves problems; analyzes information and plans to meet goals.
• Aid the front desk and guest service agents and assist at the front desk when necessary.
• Reviews guest satisfaction results from Medallia, TripAdvisor, and Google feedback.
• Responds to guest feedback and seeks a positive resolution for the guest.
• Follow department policies, procedures, and safety standards.
• Perform additional duties as assigned.
• Works a flexible schedule, including days, nights, weekends, and holidays.

Skills

Customer service experience

Phone operator

Tools

Opera

Job description

Colonial Williamsburg Foundation is seeking a Guest Service Coordinator based in the Lodge Front Office to assist Front Desk Agents, Bell Staff, and Housekeeping, ensuring a smooth guest journey. You will answer calls, route guests to departments, or assist on the spot while upholding Forbes, Marriott Autograph Collections, and Crescent Hotels & Resorts standards.

The role requires prior customer service experience; preferred are luxury hotel background, Marriott brand familiarity, and Opera