Luxury Hotel Guest Experience Coordinator

The Colonial Williamsburg Foundation; Williamsburg (VA); On-site; USD 25,000 - 28,000; Full time

Job summary

The Colonial Williamsburg Foundation is seeking a Guest Service Coordinator for the Lodge Front Office to ensure a smooth guest journey. You will work with the Front Desk Agents, Bell Staff, and Housekeeping to uphold service standards and improve guest satisfaction.

Responsibilities include handling calls, routing inquiries, maintaining accurate guest records, and coordinating with departments to fulfill requests. Prior Marriott exposure and Opera familiarity are desirable.

Qualifications

• Experience in customer service roles.
• Luxury 4-5 star hotel guest service experience.
• Experience working at a Marriott branded hotel.
• Experience working with Opera PMS.
• Experience as a phone operator.

Responsibilities

• Ensure high quality and consistent Marriott Autograph Collections Standards are met.
• Communicate with guests before, during and after their stay using a variety of operating systems.
• Keep accurate records of guest information and requests.
• Dispatch other departments to act on guests requests in a timely manner.
• Identify and resolve problems in a timely manner; analyze information to meet strategic goals.
• Aid the front desk and guest service agents and assist at the front desk when necessary.
• Review guest satisfaction results in a timely fashion including Medallia, TripAdvisor, and Google feedback.
• Respond to guest feedback and actively seek 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.

Skills

Customer service

Communication

Multitasking

Problem-solving

Organizational skills

Calm under pressure

Tools

Opera

Job description

The Colonial Williamsburg Foundation is seeking a Guest Service Coordinator for the Lodge Front Office to ensure a smooth guest journey. You will work with the Front Desk Agents, Bell Staff, and Housekeeping to uphold service standards and improve guest satisfaction.

Responsibilities include handling calls, routing inquiries, maintaining accurate guest records, and coordinating with departments to fulfill requests. Prior Marriott exposure and Opera familiarity are desirable.