Guest Experience & Membership Lead

Royal Sonesta San Juan; North Carolina; On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical Insurance

401(k) Retirement Plan

Paid Vacation

Education Assistance

Employee Discounts

Parental Leave

Paid Sick Days

Development Programs

Job summary

Sonesta International Hotels seeks an Experience and Membership Coordinator to support Rooms Division with admin tasks, VIP blocks, and guest services. You will nurture club memberships, handle guest requests, and help drive satisfaction and revenue through cross-department collaboration.

The role requires organizational skills, a willingness to learn, and a customer-focused mindset in a fast-paced hotel environment.

Qualifications

• Some college and two years Front Office/Guest Service experience.
• Bachelor's degree in Hotel Management, Business Administration, or related field preferred.
• Must speak fluent English; other languages preferred.

Responsibilities

• Assist the Rooms Division Manager with administrative duties and special projects.
• Oversee Club Membership recruitment and retention.
• Respond to guest requests and complaints; implement service recovery guidelines.
• Manage VIP room blocks and verify Elite status for arriving guests.
• Analyze guest feedback and suggest improvements to ratings.
• Take and manage guest bookings, upsell opportunities, and enhance stays.
• Coordinate with Sales, Front Office, Reservations, Accounting, F&B, Housekeeping, and Maintenance.

Skills

Front Office

Guest Service

Customer Service

Administrative

Education

Some college

Bachelor's degree in Hotel Management

Job description

Sonesta International Hotels seeks an Experience and Membership Coordinator to support Rooms Division with admin tasks, VIP blocks, and guest services. You will nurture club memberships, handle guest requests, and help drive satisfaction and revenue through cross-department collaboration.

The role requires organizational skills, a willingness to learn, and a customer-focused mindset in a fast-paced hotel environment.