Guest Experience Coordinator

First Chair Destinations

3d•$19 - $23•Remote

About The Position

First Chair Destinations is seeking service-minded, resourceful Guest Experience Coordinators to support guests in a fast-paced hospitality environment. The coordinator serves as a primary guest contact, assisting by phone, email, SMS, and chat with questions, concerns, and needs throughout the guest experience. The role works closely with local Field Operations teams to connect guests with the right people and information when property-level assistance is needed. The position is fully remote and operates within a seven-day-a-week guest experience function. The schedule is to be determined; the stated working hours are 12 p.m. to 9 p.m. MST, and weekends and holidays may be required. Peak seasons may bring heavier workloads and less flexibility for time off, with more flexibility during the off-season. An employment offer is contingent on successful completion of a background check.

Requirements

Strong problem-solving skills and composure when handling challenging or time-sensitive guest situations.
Ability to take ownership of guest needs and follow issues through to resolution.
Strong attention to detail and organizational skills.
Ability to prioritize and manage multiple conversations and tasks simultaneously.
Comfort learning and working across multiple technology platforms and communication systems.
Sound judgment and ability to make decisions within established guidelines.
Strong collaboration skills and ability to work effectively with centralized and local teams.
Dependability, adaptability, and comfort working in an environment where priorities can change quickly.
Tech-savvy, with experience using digital systems and applications and comfort using mobile apps, tablets, and software platforms.
Ability to communicate clearly and thoughtfully with people online or in person.
Ability to work independently in a remote environment while staying connected and engaged with teammates and operational partners.
Reliable internet connection for remote work.

Nice To Haves

Experience in the hotel, hospitality, vacation, or a similar industry is highly preferred.
College education is strongly preferred.

Responsibilities

Provide professional, knowledgeable, and timely assistance to guests through phone, email, SMS, and chat.
Answer questions about reservations, properties, amenities, check-in and check-out, payments, policies, and other stay-related needs.
Take ownership of guest questions and concerns and work toward resolution whenever possible.
Coordinate with local Field Operations teams to support guests experiencing issues during their stay.
Assist with reservation changes, cancellations, refunds, relocations, and other reservation-related needs.
Accurately document guest interactions, actions taken, and important reservation information in company systems.
Identify situations requiring additional support and escalate them to the appropriate team or leader.
Manage multiple guest conversations, tasks, and priorities while maintaining accuracy and responsiveness.
Follow established policies and procedures and use good judgment to find solutions that support guests and the business.
Collaborate with Guest Experience teammates and teams across First Chair to provide consistent and effective support.
Adapt to changing priorities and guest needs, including during periods of increased seasonal demand.
Perform other duties as assigned.