RWCAR Guest Experience Coordinator

Rosewood Hotel Group; New York (NY); On-site; USD 47,000 - 52,000; Full time

Benefits offered by this job

Medical, dental, vision

Retirement benefits

Paid holidays

Growth opportunities

Job summary

The Carlyle, A Rosewood Hotel in New York seeks a Guest Experience Coordinator to orchestrate pre-arrival to post-departure details, ensuring a seamless guest journey. You will build relationships with guests and departments while maintaining impeccable service standards across all touchpoints.

Ideal candidates bring luxury hotel experience, strong communication, and problem-solving skills, with fluency in English and a passion for guest satisfaction. This role is on-site in New York.

Qualifications

• Bachelor degree in Hospitality Management or equivalent work experience.
• Minimum 3 years of experience in a similar capacity for a luxury hotel.
• Must be able to perform job functions with attention to detail, speed and accuracy.
• Be a clear thinker, remaining calm and resolving problems using good judgement.
• Follow directions thoroughly.
• Understand a guest’s service needs.

Responsibilities

• Coordinate all elements of pre-arrival, in-house, and post-departure details to create a seamless guest experience.
• Maintain complete knowledge of hotel features, services, room types and availability.
• Communicate requests and concerns to other departments (Housekeeping, Room Service, Engineering).
• Review reservations at least 3 days before arrival date.
• Anticipate guest needs and exceed expectations.
• Attend required hotel meetings and departmental pre-shift meetings.

Skills

Attention to detail

Communication

Teamwork

Guest service

Multitasking

Education

Bachelor's Degree in Hospitality Management

Tools

Opera

HotSOS

Microsoft Office

Job description

Begin Your Rosewood Journey

We believe that life is made of many journeys: inspiration, wonderment, curiosity, or the simple joy of discovering something new every day. If you share the same sentiment, then this opportunity is for you.

The Carlyle, A Rosewood Hotel is looking for a Guest Experience Coordinator. This role is responsible for coordinating all elements of pre-arrival, in-house, and post-departure details to create a seamless guest experience. This role is essential in the preparation and organization of the department’s operation. Must have a positive demeanor to build and maintain valuable relationships not only with guests, but also other hotel departments and third-party vendors. A sharp attention to detail is required.

Responsibilities

• Exude a polished and professional tone and manner both in person, over the phone, and through email correspondence
• Arrange appropriate amenities and organize personalized welcome cards for greetings and special occasions.
• Ensure all relevant information, history, and preferences are collected and documented uniformly
• Effectively communicates requests and concerns to other departments including Housekeeping, Room Service and Engineering in advance
• Develops an ambitious working pace ensuring all reservations are completely reviewed at least 3 days before their arrival date
• Control departmental inbox and takes ownership of all incoming guest requests from initial introduction to completion
• Take every opportunity to anticipates guest needs and exceeds their expectations
• Maintain complete knowledge at all times of:
• Hotel features/services, hours of operation.
• Room types, numbers, layout, decor, appointments, and location.
• Room availability status for any given day.
• Scheduled in-house group activities, locations, and times.
• Understand and adapt to the sense of urgency needed in time-sensitive situations
• Contribute to the development of policies and procedures as well as the implementation of improvements made to the department
• Model the company’s culture, vision, mission and core values at all times.
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Encourage effective flow of communication by attending required hotel meetings and conducting departmental pre-shift and monthly associate meetings.
• All other duties as required.

Qualifications

• Minimum Bachelor Degree in Hospitality Management or equivalent work experience
• Minimum 3 years of experience in a similar capacity for a luxury or
• Must be able to perform job functions with attention to detail, speed and accuracy
• Be a clear thinker, remaining calm and resolving problems using good judgement
• Follow directions thoroughly
• Understand a guest’s service needs
• Work cohesively with co-workers as part of a team
• Detail oriented and hands on, being able to maintain an organization in a multi-tasking environment.
• Team player with strong interpersonal skills, capable of engaging emotionally with guests and colleagues.
• Comply with quality assurance expectations and standards as directed by management (Forbes, LQA and Rosewood Brand Standards).
• Maintain confidentiality of guest information and pertinent hotel data
• Prior heavy exposure to front desk assistant manager job duties.
• Thorough knowledge of Hotel Operations, Hotel Services, Hotels policies and regulations, technical knowledge of Opera, HotSOS and Microsoft Office Application
• Ability to be resourceful, creative and maintain flexibility
• Required to speak, read and write English, with fluency in other languages highly preferred
• Must be able to exert physical effort in transporting 15 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding

Competitive Benefits

• Medical, dental, vision and retirement benefits
• Paid holidays
• We encourage personal and professional growth. Continue the Rosewood Journey through global talent development opportunities.

Hourly Rate: $35.57 an hour