Guest Feedback Coordinator

Jobs2Web; Newport Beach (CA); On-site; USD 42,000 - 54,000; Full time

Job summary

The Resort at Pelican Hill in Newport Beach, CA is seeking a Guest Experience Coordinator to assist the Guest Experience Management team with daily survey administration, respond to guests in the survey platform, and log feedback for leadership review.

You will manage defect reports, process diverse system reports, and maintain a detailed profile notes system to enhance future stays. Strong communication and organizational skills are essential.

Qualifications

• Effective communication skills to provide clear and concise information.
• Ability to read, write and speak English fluently.
• Solid knowledge of word processing and presentation applications.
• Demonstrated organizational skills a must.
• Strong analytical, and deductive reasoning skills.
• Successful problem-solving skills coupled with innovative and creative thinking.
• Must be able to communicate precisely and accurately to all levels of the organization.

Responsibilities

• Assist Guest Experience Management team with guest feedback surveys on a daily basis
• Coordinate all details from survey submission including responding to guests in the survey platform and logging guest feedback in various software
• Communicate via email to all guests who submit a survey and provide necessary follow-up to Guest Experience and relevant department leadership
• Manage guest defect reports and create a detailed profile note system for future stays
• Process reports from various systems
• Accountable for setting own work direction and completing work tasks
• Maintain systems to monitor and facilitate the timely investigations and closeout of guest feedback surveys
• Other duties as assigned

Skills

Effective communication

Fluent English

Word processing

Presentation software

Organizational skills

Analytical thinking

Problem-solving

Cross-functional communication

Tools

MS Word

MS PowerPoint

Job description

Perched upon 504 acres of unrivaled coastal beauty, The Resort at Pelican Hill is a world unto itself with seven exceptional dining options, 36 holes of world-class golf and the #1 Spa in California.

Our employee community is comprised of hard-working, dedicated hospitality professionals who create memorable experiences that stay with guests long after they’ve left. It’s an environment populated with talented, passionate and experienced people, a collaborative spirit and abundant opportunities.

The Irvine Company is committed to providing equal opportunity in all of our employment practices, including selection, hiring, promotion, transfer, compensation, termination, and training, without regard to race, religion, color, sex, sexual orientation, gender, gender identity, national origin, ancestry, citizenship status, marital status, pregnancy, age, medical condition, genetic information, military and veteran status, disability, or any other basis protected by federal, state, and local law. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

• · Assist Guest Experience Management team with guest feedback surveys on a daily basis
• · Coordinate all details from survey submission including responding to guests in the survey platform and logging guest feedback in various software
• · Communicate via email to all guests who submit a survey and provide necessary follow-up to Guest Experience and relevant department leadership
• · Manage guest defect reports and create a detailed profile note system for future stays
• · Process reports from various systems
• · Accountable for setting own work direction and completing work tasks
• · Maintain systems to monitor and facilitate the timely investigations and closeout of guest feedback surveys
• · Other duties as assigned

Minimum Qualifications / Other Expectations:

• · Effective communication skills needed to provide clear and concise information
• · Ability to read, write and speak English fluently
• · Solid knowledge of word processing and presentation applications
• · Demonstrated organizational skills a must
• · Strong analytical, and deductive reasoning skills
• · Successful problem-solving skills coupled with innovative and creative thinking
• · Must be able to communicate precisely and accurately to all levels of the organization

Nearest Major Market: Orange County

Nearest Secondary Market: Los Angeles