Guest Experience Coordinator (Prearrival)

Keswick-Hall-and-Club-; Charlottesville (VA); On-site; USD 33,000 - 36,000; Full time

Benefits offered by this job

Health benefits

401(k)

PTO

Disability insurance

Job summary

Keswick Hall in Charlottesville, VA is seeking a Guest Experience Coordinator (Prearrival) to engage with guests before arrival, review reservations, and personalize each stay. You will coordinate with housekeeping and front desk to meet guest needs, share information about amenities, and address pre-arrival questions to ensure a seamless experience.

Strong communication and organizational skills are essential.

Qualifications

• High school diploma or equivalent; hospitality degree preferred.
• Experience in hotel or customer service is a plus.
• Strong verbal and written communication skills.
• Detail-oriented with excellent organizational abilities.
• Proficient in hotel management software and Microsoft Office.
• Ability to work in a fast-paced environment and handle multiple tasks.
• Weekend, holiday and overtime may be required.

Responsibilities

• Guest communication prior to arrival via phone, email, or messaging to confirm reservations and address requests.
• Review and manage guest reservations with accuracy and attention to detail.
• Gather and document guest preferences to personalize their stay.
• Coordinate with housekeeping, front desk, and other departments to meet guest needs before arrival.
• Provide guests with information about hotel amenities and local concierge services.
• Address pre-arrival issues to ensure a positive guest experience.
• Maintain accurate records of guest interactions and preferences.

Skills

Verbal & written communication

Detail-oriented

Organizational skills

Customer service

Multitasking

Education

High school diploma or equivalent

Hospitality-related degree preferred

Tools

Opera Cloud

Word

Excel

Outlook

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Guest Experience Coordinator (Prearrival)

Full Time Professional Charlottesville, VA, US

5 days ago Requisition ID: 1398

Salary Range: $24.00 To $26.00 Hourly

Overview

History and spectacular landscapes come together, at the foot of the Blue Ridge Mountains. Celebrated landmarks, including Thomas Jefferson's Monticello and the University of Virginia, are clustered here among swathes of the East Coast's most beautiful scenery. The region is also home to over 25 wineries, breweries and cideries.

This is the setting for Keswick Hall, an impressive 80-room luxury boutique hotel nestled on 600 acres which recently re-opened in 2021 after renovations. Home to the prestigious Keswick Golf Club, Marigold Restaurant, by Jean-Georges, a new luxury spa and sports and aquatics center.

Keswick offers an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. In addition, we offer a robust benefits package including health, dental, vision, life and disability; a competitive PTO offering, as well as 401(k).

POSITION PURPOSE

A brief summary of the purpose this position must fulfill.

ESSENTIAL DUTIES & RESPONSIBILITIES

To perform this job successfully, an individual must satisfactorily perform each essential duty. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

• Guest Communication: Engage with guests prior to their arrival via phone, email, or messaging platforms to confirm reservations and address special requests.
• Reservation Management: Review and manage guest reservations, ensuring accuracy and attention to detail.
• Personalization:Gather and document guest preferences and special occasions to personalize their stay.
• Coordination:Collaborate with housekeeping,front desk, and other departments to ensure all guest needs are met before arrival.
• Information Sharing:Provide guests with information about hotel amenities, services, and localconcierge requeststo enhance their stay.
• Problem Resolution: Address any pre-arrival issues or inquiries, ensuring a positive guest experience.
• Reporting: Maintain accurate records of guest interactions and preferences for future reference.
• Other job duties as assigned.

QUALIFICATIONS

• High school diploma or equivalent; degree in hospitality or related field preferred.
• Previous experience in a hotel or customer service role is a plus.
• Strong verbal and written communication skills.
• Detail-oriented with excellent organizational abilities.
• Proficiencyin hotel management software and Microsoft Office Suite.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Weekend, Holiday and Overtime may be required.

LICENSES/CERTIFICATIONS

None Required.

KNOWLEDGE SKILLS AND ABILITIES

• Knowledge of Opera Cloud preferred.
• WORD, EXCEL, OUTLOOK knowledge required.
• Well-developed communication and customer relations skills.
• Highly organized.
• Ability to work flexible shiftsincludingholiday, weekends, and overtime
• Results-oriented with the ability to be flexible and work well under pressure.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties.

Typically sitting at a desk or table. Intermittently sitting, standing, walking or stooping.

Some lifting may be required (up to 25 pounds)

UNIFORM REQUIREMENT

Business casual attire required.

At this time, Keswick will not sponsor a new applicant for employment authorization for this position.