VIP Guest Experience Concierge

Starwood Hotels; Austin (TX); On-site; USD 40,000 - 46,000; Full time

Job summary

Starwood Hotels is seeking a Guest Experience Coordinator to be a main contact for guests throughout their stay, focusing on VIP arrivals, personalized service, problem resolution, and seamless coordination across departments to deliver a memorable and elevated experience aligned with our brand.

You will manage registrations, verify guest details, assign rooms, issue electronic keys, assist with check-out and billing, handle inquiries, and ensure confidentiality and professional appearance in a

Qualifications

• Are organized and proficient at multitasking.
• Ability to speak effectively before groups of guests or team members and respond to inquiries and complaints.
• Ability to read and understand documents such as safety rules, operating and maintenance instructions and procedure manuals.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Excellent guest service skills.
• Ability to follow directions and work in a team environment.
• Proficient in verbal and written English communication
• Must possess a high quality, detailed and service work ethic.
• Ability to work in a fast-paced environment.
• Professional & appropriate business appearance and demeanor aligned with the Starwood Hotels brand and culture.

Responsibilities

• Coordinate and execute VIP arrival, in-house, and departure experiences.
• Complete guest registration processes by inputting and retrieving information in hotel systems.
• Confirm guest details including number of guests, room type, room rate, preferences, and special requests.
• Select and assign rooms based on guest needs and preferences.
• Program and issue electronic room keys while discreetly confirming room number and rate.
• Ensure guests are informed of room location and arrange for assistance or escort when appropriate.
• Prepare and present welcome packets, keys, amenities, gifts, or tokens of appreciation.
• Work with leadership and departments to ensure rooms, amenities, and services are on guest folios.
• Manage complimentary services and authorizations in line with hotel policies.
• Assist guests with checkout procedures, billing questions, and payment processing.
• Greet all guests with a warm, friendly, and sincere welcome.
• Communicate clearly, listen to requests, and provide accurate information about amenities, dining, events, and services.
• Receive, coordinate, and follow up on guest requests with appropriate departments.
• Answer calls, emails, and inquiries; input and relay messages to guests and team members.
• Retrieve and distribute mail, packages, deliveries, and special items as requested.
• Identify guest opportunities and anticipate needs to enhance the experience.
• Address concerns and negotiate outcomes when necessary.
• Remain calm during high-volume periods or emergencies; maintain confidentiality.

Skills

Organized & multitasking

Public speaking

Safety rules literacy

Guest service excellence

Teamwork

English communication

Job description

Starwood Hotels is seeking a Guest Experience Coordinator to be a main contact for guests throughout their stay, focusing on VIP arrivals, personalized service, problem resolution, and seamless coordination across departments to deliver a memorable and elevated experience aligned with our brand.

You will manage registrations, verify guest details, assign rooms, issue electronic keys, assist with check-out and billing, handle inquiries, and ensure confidentiality and professional appearance in a