Guest Experience & Membership Lead

Sonesta Hotels; San Juan (PR); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical Insurance

401(k) Retirement Plan

Paid Vacation and Sick Days

Paid Parental Leave

Employee Discounts

Job summary

Sonesta International Hotels is seeking an Experience and Membership Coordinator to support the Rooms Division. The role emphasizes guest satisfaction, VIP handling, and club membership oversight in a fast-paced hotel environment.

You will collaborate with Sales, Front Office, Reservations, and other departments to deliver exceptional guest experiences while managing administrative duties and service recovery initiatives.

Qualifications

• Some college and two years Front Office/Guest Service experience at a hotel of similar size and complexity.
• 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 project requirements.
• Oversee the Club Membership; including but not limited to, recruiting new members, and retaining existing ones.
• Respond quickly to guest requests and complaints with service recovery guidelines to ensure the ultimate guest experience.
• Ensure VIP rooms are blocked for arrivals and verify Elite status; check VIP rooms for final arrival.
• Analyze customer feedback and suggest ways to improve ratings.
• Respond to questions and follow up to ensure guest satisfaction.
• Be a trusted contact for guests and assist with issues and local knowledge.
• Follow up guest feedback from social media, surveys, letters, etc., with involved departments.
• Promote teamwork and coordinate with Sales, Front Office, Reservations, Accounting, F&B, Housekeeping, Maintenance.

Skills

Front Office Experience

Education

Some college

Bachelor's degree in Hotel Management

Bachelor's degree in Business Administration

Job description

Sonesta International Hotels is seeking an Experience and Membership Coordinator to support the Rooms Division. The role emphasizes guest satisfaction, VIP handling, and club membership oversight in a fast-paced hotel environment.

You will collaborate with Sales, Front Office, Reservations, and other departments to deliver exceptional guest experiences while managing administrative duties and service recovery initiatives.