Guest Experience Coordinator

LINE Austin•Austin, TX

4d•Onsite

About The Position

We are seeking a dynamic Guest Experience Coordinator to join our team. A successful candidate will have a genuine passion for the hospitality industry and an entrepreneurial spirit.

Requirements

High School diploma or general education degree (GED)
Three (3) years related experience in hospitality or service industry preferred
Strong communication skills
Collaborative spirit
Ethical Conduct
Computer Proficiency: Microsoft Office, Opera PMS
Positive Attitude
Eye for Detail
Problem solving abilities

Responsibilities

Must be courteous and gracious, maintaining a professional demeanor at all times
Establish and maintain good communications and teamwork with fellow colleagues and other departments within the hotel
Maintain “open door” communication with employees
Seek out opportunities for guest-centric experiences in all outlets of the hotel by following established procedures to conduct pre-arrival, and follow up from guest correspondence and feedback
Oversee and implement Hotel Guest Experience initiatives
Be an Experience Assistant by being a liaison with in-house guests, provide service poolside during the summer months, do VIP meet and greets during check-in, and coordinate among all departments for seamless execution of service
Coordinate the VIP program which includes identifying potential guests and updating the guest profile with background information, assisting Front Office team in identifying potential upsell guests to the couple’s floor, and communicating successes to the Hotel in an effort to keep intensity and focus high
“No Fuss” Curbside Check in which includes assisting the Reservations and Front Office teams to identify guests and achieve a seamless arrival experience for return guests.
Monitor Curbside Check in by setting a goal of 15% of all arrivals as Curb Side guests and communicating successes to the Hotel in an effort to keep intensity and focus high
Be knowledgeable on all products available within the hotel Lobby Shop
Monitor and maintain Lobby Shop, perform product inventory, and all guest transactions
Work with Front Office Managers and Reservations Team to learn from each other’s successes and failures to develop a consistent product company wide
Proficient in all department systems and programs including Property Management System, Guest Service Request and Reservation Systems
Coach staff to achieve culture standards & core standards of Guest Experience Assistant/Manager and couple experience
Supervise the activities of the Front Office team in order to ensure adherence to The Line Hotel standards, policies & procedures
Assist with responsibilities and duties in the absence of or due to heavy volume in any Rooms Division area
Ensure staff understands their job expectations before holding them accountable
Maintain awareness of documentation needed and retained in employee files
Be familiar with all safety and emergency procedures including OSHA requirements
Attend relevant meetings