Luxury Guest Experience Coordinator - Front Desk

Colonial Williamsburg; Williamsburg (VA); Sur place; USD 25 000 - 28 000; Plein temps

Résumé du poste

Colonial Williamsburg’s Williamsburg Lodge front office is seeking a Guest Service Coordinator to assist with guest journeys, answer calls, and route inquiries to the appropriate departments. You will uphold Marriott Autograph Collections Standards, maintain guest records, and respond to feedback while supporting the front desk and housekeeping teams.

A flexible schedule including days, nights, weekends, and holidays is required in this on-site role.

Qualifications

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

Responsabilités

• Ensures high quality and consistency of Marriott Autograph Collections Standards are met.
• 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 in a timely manner and gathers and analyzes information skillfully; thinks creatively to solve problems, to conduct organizational planning and to meet strategic goals.
• Aid the front desk and guest service agents and assists at the front desk when necessary.
• Reviews guest satisfaction results in a timely fashion including Medallia, TripAdvisor, and Google feedback.
• Effectively responds to guest feedback and actively seeks out a positive resolution for the guest.
• Follow department policies, procedures, and service standards, including safety policies.
• Perform additional duties as assigned.
• Works a flexible schedule, including days, nights, weekends, and holidays.

Connaissances

Customer service

Phone operator

Communication

Multitasking

Problem solving

Outils

Opera

Description du poste

Colonial Williamsburg’s Williamsburg Lodge front office is seeking a Guest Service Coordinator to assist with guest journeys, answer calls, and route inquiries to the appropriate departments. You will uphold Marriott Autograph Collections Standards, maintain guest records, and respond to feedback while supporting the front desk and housekeeping teams.

A flexible schedule including days, nights, weekends, and holidays is required in this on-site role.