What are the responsibilities and job description for the Guest Experience Coordinator position at Highgate?
Overview
The Guest Experience Coordinator is responsible for monitoring and assisting in the quality of overall guest experience from pre-arrival, in-house and post-stay. He / she maintains guest satisfaction by tracking and responding to customer comments on social media and internal guest satisfaction index. He / she is responsible to create and execute guest activities to include cultural & kids programs, and activate lobby and pool areas. This position is also responsible for the execution of VIP service deliverables and acts as main contact throughout VIP’s stays. The Guest Experience Coordinator will also serve as a lobby ambassador and assist with guest communication of hotel services via letter, text, email, and face to face communication. Performs administration duties as needed.
Responsibilities
- Respond to all guest concerns filtered through hotel departments, social media, and guest satisfaction index either in person, electronically or by phone.
- Monitor trends associated with service levels / guest complaints
- Serve as a lobby ambassador to greet guests and assist them with their needs.
- Review and organize guest mail. Assist with mailing out guest packages post departure
- Assist with Front Office Operations. To include PBX and Front Desk and other operational needs.
- Work / communicate with managers or departments regarding guest issues or other areas of concern.
- Coordination of all resort activities to include cultural programming, entertainment, kids’ activities, pool deck programming
- Create and manage the Resort’s Calendar of activities
- Liaison between resort and 3rd party operators (ie Kamaaina Kids, Waikiki Beach Services, Island Club & Spa) for programming and outdoor classes.
- Coordinate special events and other evening activities
- Organizing managers’ receptions
- Create exhibits and / or crafts that celebrate the Oceanarium and the cultural and unique aspects of the ‘Alohilani.
- Help maintain a tracking sheet to monitor events, vendor utilization, income, and expenses for each activity.
- Assist with ensuring all invoices are paid in a timely manner; document all payments.
- Assist with training for any activity department team members and volunteers.
- Assist with producing a calendar of events for the next calendar season, while ensuring to stay within budget expectations.
- Develop innovative programming and communication to active the hotel public areas
- Act as liaison for all VIP guests special requests, and execute on all service deliverables.
- Must carry a company phone while on property
- Help with and organize fundraising and community activities to support the department.
- Maintain accurate office and activity supply inventories.
- Appropriately weigh all sides of a situation and fairly compensate guests in a consistent fashion, when necessary.
- Attend departmental and morning meetings and take notes and distribute to the operational team.
- Evaluate and respond to Social media and online service channels and enhance reputations and representation. Where needed give recommendations for improvement and enhancement.
- Perform other duties as requested by management.
Qualifications
Salary : $23
