Guest Experience Coordinator

Roles and responsibilities

We are currently seeking for passionate and dynamic guest focused Front Office professionals who pride themselves on their ability to deliver extraordinary levels of customer service and provide creative solutions to our guests.

As a Guest Experience Coordinator you are responsible to facilitate the guest’s arrival and departure by streamlining the operation and communication within the Front Office and other departments, ensuring every guest stay will become a memorable experience whereby your role will include key responsibilities such as-

• Maintain effective communication with all related departments to ensure a smooth service delivery
• Deal promptly, efficiently and pleasantly with any queries and resolve guest complaints that may arise
• Maintain good working relationship with all Front Office colleagues with particular emphasis on Guest Services and Front Desk
• Ensure that the guest receive the accommodation he / she is expecting
• Coordinate with all Managers and Supervisors of Front Office to ensure that daily Front Office operations run smoothly
• Coordinate with all other operational departments to ensure all requirements are communicated effectively and efficiently
• Attend to all guest inquires, that are directed to them, in a professional and helpful manner
• Ensure all arriving guests rooms are either assigned prior to arrival or are sufficiently available for the Front Desk to allocate upon arrival
• Maintain an up to date knowledge of all groups in terms of arrival, stay and departure requirements and communicate this with the department
• Ensure all guest billing is prepared prior to departure to avoid any delays or discrepancies
• Ensure that rooms control and room revenue controls are in place
• Ensure all accounting auditing practices are in line with company practices and governmental requirements, check audits and registration cards before sending them to accounts
• Assist the Guest Service team in the lobby when required
• Know all the emergency procedures and general crisis situation management, including fire and emergency procedures, procedures of handling of Fire Panel, ensuring guest and colleagues safety is followed by all team members
• Operate in a safe and environmentally friendly way to protect guests’ and colleagues’ health and safety, as well as protect and conserve the environment
• Comply with the hotel environmental, health and safety policies and procedures
  

Skills

Education, Qualifications & Experiences

You should ideally have a degree in the hospitality field with previous experiences in the Front Office Department within a hotel. You must also have fluency in both written and spoken English and an immaculate personal presentation along with the ability to solve problems effectively. Computer literate and knowledge of Opera will be highly regarded.

Knowledge & Competencies

The ideal candidate will be well versed in Guest Relations and Executive Club operations with excellent presentation and communication skills as well as a high aptitude for customer care. You are an extremely proactive and ‘switched on’ person with an outgoing, charismatic and approachable character. You should work well under pressure in a fast paced environment and be a great team player, who thrives in working with a multi-cultural team and guests alike, while possessing following additional competencies-

Understanding Hotel Operations

Effective Communication

Desired candidate profile

• Guest Interaction and Assistance:

  • Serve as the primary point of contact for guests, addressing their questions, concerns, and requests.
  • Ensure guests’ needs are met promptly and professionally, whether it’s regarding room amenities, special requests, or local information.
  • Provide exceptional customer service to enhance the overall guest experience, making their stay as comfortable and enjoyable as possible.

• Problem Resolution:

  • Address guest complaints, concerns, and issues, ensuring they are resolved in a timely and effective manner.
  • Work proactively to anticipate potential guest concerns and prevent problems before they arise.
  • Collaborate with other departments (such as housekeeping, maintenance, and front desk) to resolve any guest-related issues.

• Guest Feedback and Surveys:

  • Solicit guest feedback through surveys, direct interactions, or comment cards to gauge satisfaction levels and identify areas for improvement.
  • Analyze guest feedback and work with the management team to implement changes or enhancements to services or procedures.

• Personalized Guest Experience:

  • Anticipate the needs and preferences of guests, offering personalized services that align with their expectations.
  • Remember returning guests’ preferences and make them feel valued by offering tailored experiences during their stay.
  • Coordinate special requests such as room upgrades, special celebrations, or additional amenities (e.g., arranging for flowers, arranging transportation).

• Concierge Services:

  • Provide guests with information on local attractions, dining options, transportation, and activities.
  • Arrange bookings for activities, tours, or reservations at restaurants and other venues.
  • Ensure guests are aware of available hotel services and amenities, such as spa treatments, fitness centers, or event spaces.

• Guest Check-In and Check-Out Support:

  • Assist with the check-in and check-out process, ensuring that guests are welcomed warmly and efficiently.
  • Ensure that all guest preferences and special requests are communicated to relevant departments before check-in.
  • Help manage guest departures smoothly, ensuring that any final requests or concerns are addressed.

• Collaboration with Other Departments:

  • Work closely with the front desk, housekeeping, food and beverage, maintenance, and security teams to ensure seamless guest service.
  • Communicate any special needs, requests, or issues to the appropriate departments to ensure that everything is arranged before the guest’s arrival or during their stay.

• Event Planning and Coordination:

  • Coordinate special events, such as VIP guest receptions, group bookings, or celebrations, ensuring all logistics are handled smoothly.
  • Collaborate with event planners or coordinators to provide guests with tailored experiences for business meetings, conferences, weddings, or other special events.

• Maintain Guest Records:

  • Maintain accurate and up-to-date guest profiles, including preferences, special requests, and past experiences.
  • Track guest history to provide a personalized and consistent experience for return visitors.