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- Tasks: Supervise guest experience and assist the Guest Experience Manager.
- Company: Join HHM Hotels, a diverse and inclusive employer dedicated to excellence.
- Benefits: Enjoy flexible work schedules, corporate perks, and a supportive team environment.
- Why this job: Be part of a dynamic team enhancing guest satisfaction and making a real impact.
- Qualifications: High school diploma required; Bachelor’s preferred, with two years of hotel experience.
- Other info: Work may include weekends and holidays; physical activity is involved.
The predicted salary is between 28800 - 43200 £ per year.
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
- Monitor and analyze the guest experience index and regularly check and follow up with guest reviews and Medallia.
- Communicate between all departments to ensure a quality guest experience.
- Supervise the Guest Experience Index through trend analysis and ensure consistent communication of the results.
- Make recommendations for improvements and resolve guest concerns promptly through communication with management.
- Comply with Marriott guidelines and ensure all internal communications are on-brand per HHM standards. Respond and update as necessary.
- Possess knowledge of all aspects of front desk operations, including check-in/check-out, settlement, award programs, and handling guest requests and complaints.
- Communicate effectively with staff and guests, motivate the team, and respond quickly to requests and business needs.
- Update and communicate hotel event information regularly and effectively.
- Follow sustainability guidelines related to HHM’s EarthView program.
- Practice safe work habits, wear safety equipment, and follow MSDS and OSHA standards.
- Assist in the breakfast area or with luggage during peak periods or staffing shortages.
- Ensure overall guest satisfaction.
- Perform other duties as assigned by management.
Experience:
- Excellent verbal and written communication skills.
- Proficiency in computer skills.
- Ability to motivate staff and respond efficiently to guest requests and business volume.
- High school diploma or equivalent required; Bachelor’s Degree preferred.
- 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.
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.
Guest Experience Coordinator employer: HHM Hospitality
Contact Detail:
HHM Hospitality Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Experience Coordinator
✨Tip Number 1
Familiarise yourself with the latest trends in guest experience management. Understanding what guests are currently looking for can help you stand out during interviews and discussions.
✨Tip Number 2
Network with professionals in the hospitality industry, especially those who have experience in guest services. They can provide valuable insights and may even refer you to opportunities within their organisations.
✨Tip Number 3
Prepare to discuss specific examples of how you've handled guest complaints or improved guest satisfaction in previous roles. Real-life scenarios can demonstrate your problem-solving skills effectively.
✨Tip Number 4
Stay updated on the latest technology used in the hospitality sector, such as guest management systems. Being tech-savvy can give you an edge over other candidates.
We think you need these skills to ace Guest Experience Coordinator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in the hotel industry, particularly in guest services. Emphasise any roles where you supervised staff or managed guest experiences.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for guest experience and your ability to communicate effectively. Mention specific examples of how you've resolved guest concerns or improved service in previous roles.
Highlight Communication Skills: Since excellent verbal and written communication skills are crucial for this role, provide examples in your application that demonstrate your ability to communicate effectively with both guests and team members.
Showcase Problem-Solving Abilities: Include instances where you've successfully handled guest complaints or made recommendations for improvements. This will show your proactive approach to enhancing guest satisfaction.
How to prepare for a job interview at HHM Hospitality
✨Know the Guest Experience Index
Familiarise yourself with the concept of the Guest Experience Index and how it impacts guest satisfaction. Be prepared to discuss how you would monitor and analyse this index, as well as any previous experiences you've had in improving guest feedback.
✨Demonstrate Communication Skills
Effective communication is key in this role. Prepare examples of how you've successfully communicated between departments in past positions, and be ready to showcase your verbal and written communication skills during the interview.
✨Showcase Problem-Solving Abilities
Think of specific instances where you've resolved guest concerns or improved service quality. Highlight your ability to think on your feet and make recommendations for improvements based on guest feedback.
✨Understand Sustainability Practices
Since the role involves following sustainability guidelines, research HHM's EarthView program. Be ready to discuss how you can contribute to these initiatives and why sustainability is important in the hospitality industry.
