Experience and Membership Coordinator

Royal Sonesta San Juan, PR•Carolina, PR

8d•Onsite

About The Position

The Experience and Membership Coordinator, reports to the Rooms Division Manager and is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives. The role requires a professional with strong organizational skills, a desire to learn and grow, comfortable working with teams and demonstrating a culture of caring.

Requirements

Some college and two years Front Office/Guest Service experience at a hotel of similar size and complexity, or an equivalent combination of education and experience.
Must speak fluent English.

Nice To Haves

Bachelor’s degree in Hotel Management, Business Administration, or related field preferred.
Other languages preferred.

Responsibilities

Assist the Rooms Division Manager with administrative duties and special project requirements.
Oversee the Club Membership; including but not limited to, recruiting new members, and retaining existing ones.
Respond quickly to guest requests and complaints. Establish and implement appropriate programs and service recovery guidelines that ensure the ultimate in guest experience and comfort.
Ensure that rooms are blocked for VIP guests according to past history, rate, or preference. Verify Elite status for arriving guests. Check VIP rooms for final arrival.
Analyze customer feedback from hotel guestbook, logbook, courtesy calls, surveys, and online reviews and suggest ways to improve ratings.
Respond to any questions, needs and desires of guests, and follow up with guest to ensure their requests have been met to their satisfaction.
Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary.
Follow up guest feedback made through social media, surveys, letters, and other tools to share it with the departments involved.
Communicate and assist in achieving departmental guest satisfaction, revenue and profit goals and objectives.
Monitor guest compensations provided as recovery service to effectively meet budget guidelines.
Establish and implement appropriate programs and service recovery guidelines that ensure the ultimate in guest experience and comfort.
Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stays.
Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Sales and Marketing, Front Office, Reservations, Accounting, Food and Beverage, Housekeeping, and Maintenance.
Assist Front Desk, concierge, and bell staff during high traffic times.
Work under pressure and meet established goals.
Ensure quality and standards meet expectations on a day-to-day basis.
Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed.
Jump into other ad-hoc duties when your colleagues need your help.
Attend periodically assigned trainings, line ups and meetings according to position.
Perform other duties as assigned by your manager, for example: guest room tours, concierge services, special guest requests, etc.