Guest Experience Coordinator

Overview

Opportunity: Guest Experience Coordinator

The Guest Experience Coordinator will supervise the Guest Experience by assisting the Guest Experience Manager overseeing the lobby ambassador, concierge, and bell staff.

Potential Career Path

Guest Experience Manager

Positions Requirements

1. Monitor and analyze the guest experience index and regularly check and follow up with guest reviews and Medallia.
2. Communicate between all departments to ensure a quality guest experience.
3. Supervise the Guest Experience Index through trend analysis and ensure consistent communication of the results.
4. Make recommendations for improvements and resolve guest concerns promptly through communication with management.
5. Comply with Marriott guidelines and ensure all internal communications are on-brand per HHM standards. Respond and update as necessary.
6. Possess knowledge of all aspects of front desk operations, including check-in/check-out, settlement, award programs, and handling guest requests and complaints.
7. Communicate effectively with staff and guests, motivate the team, and respond quickly to requests and business needs.
8. Update and communicate hotel event information regularly and effectively.
9. Follow sustainability guidelines related to HHM’s EarthView program.
10. Practice safe work habits, wear safety equipment, and follow MSDS and OSHA standards.
11. Assist in the breakfast area or with luggage during peak periods or staffing shortages.
12. Ensure overall guest satisfaction.
13. Perform other duties as assigned by management.

Experience

1. Excellent verbal and written communication skills.
2. Proficiency in computer skills.
3. Ability to motivate staff and respond efficiently to guest requests and business volume.
4. High school diploma or equivalent required; Bachelor’s Degree preferred.
5. At least two years of hotel industry experience; front office experience is beneficial.

Work Environment and Context

• Work schedule may vary, including holidays, weekends, and alternate shifts.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending, reaching, stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble – Own It

About Us

HHM Hotels is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, age, religion, disability, veteran status, genetic information, citizenship, or any other protected group.

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