Customer Experience Coordinator-The Westin Beach Resort Fort Lauderdale
About The Position
The Customer Experience Coordinator acts as a liaison between Encore, the venue, and customers. The role provides customers with information and support in a professional and friendly manner and builds relationships to help ensure a high-quality experience. The position reports to the Director, Event Technology. The coordinator supports customer communication and engagement, billing, data entry, and venue operations. They respond to customer questions and concerns, help resolve service and billing issues, maintain customer and payment information, prepare billing reports, and coordinate customer follow-up and site visits. They also work with hotel and venue partners to address customer needs and support service excellence. Work is performed in a hotel or convention center environment and may involve multiple hotel locations, moderate exposure to outdoor temperatures and dirt, sand, or dust, and conditions ranging from moderately quiet to noisy. Working times include irregular hours and on-call status, including days, evenings, weekends, and holidays. Team members must follow applicable appearance guidelines.
Requirements
- High school diploma.
- Proficiency with Microsoft 365 and web-based applications.
- Strong written and oral communication skills.
- Strong organizational and interpersonal skills.
- Obtain Encore Service Level 100, 200, and 300 Certifications within 90 days.
- Ability to multitask and work well under pressure.
Nice To Haves
- Associate degree preferred.
- At least 1 year of administrative, sales, or hospitality experience preferred.
Responsibilities
- Acknowledge and interact with customers while maintaining a pleasant and professional image.
- Build customer relationships that establish trust and open communication.
- Proactively identify potential issues and provide solutions to customer concerns.
- Respond promptly to questions and requests, and handle service problems politely and efficiently.
- Attend venue meetings as required.
- Communicate billing information to customers, resolve billing concerns, and obtain signatures.
- Convey and enter billing changes and communicate billing challenges to appropriate Encore team members.
- Prepare daily billing reports and submit them to the venue for reconciliation.
- Enter customer contact information and details into the CRM system.
- Enter and reconcile Exhibit customer payments in the billing system.
- Accompany the selling manager at PreCon and site visit meetings as needed.
- Coordinate customer follow-up and support thank-you messages.
- Coordinate with the hotel sales team regarding site visit attendance and support.
- Engage customers at multiple points throughout the day to drive customer service excellence.
- Act as a service liaison between customers, the Encore team, and venue partners.
- Demonstrate knowledge of hotel and facility services.
- Coordinate and communicate customer concerns with the appropriate venue partner team for resolution.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
