Guest Relations Coordinator

AccorHotel • Boston, MA

12d

About The Position

The Guest Relations Coordinator provides anticipatory, high-level guest services by proactively addressing guest needs and fulfilling special requests to create an exceptional, personalized hotel experience. The role works closely with the Rooms Coordinator and with Front Office, Housekeeping, Concierge, Private Kitchen, and Sales to support smooth operations and memorable guest encounters. The coordinator maintains an active lobby presence, assists guests and hotel teams, and ensures VIPs and ALL members receive special recognition and service.

The position includes reviewing arrival reservations, room assignments, amenities, and special requests; coordinating timely amenity deliveries; assisting with check-in and check-out; and responding to guest requests before arrival and during the stay. It also involves managing room assignments and arrival lists, resolving guest challenges with appropriate follow-through and documentation, communicating guest feedback to hotel leadership, and supporting loyalty-program engagement and colleague training. The coordinator follows departmental procedures and LQA and Forbes standards, contributes to a positive working environment, and may be assigned additional duties by a Supervisor or Manager. The schedule is flexible and includes nights and weekends. The hourly starting rate is USD $33.25.

Requirements

• Strong understanding of Front Office operations.
• Previous experience in a luxury hotel.
• Previous experience with five-star standards.
• Previous experience working with international colleagues.
• College degree.
• Flexible schedule, including nights and weekends.

Responsibilities

• Proactively address guest needs and fulfill special requests to provide personalized, high-level service.
• Work with the Rooms Coordinator to review arrival reservations and support proper room assignments and smooth operations.
• Coordinate with Front Office and Housekeeping to ensure memorable guest encounters and recognition and service for VIPs and ALL members.
• Maintain an active presence in the lobby and assist guests, Front Desk, Concierge, Bell, and doorman teams.
• Communicate with guests before arrival and during their stay, responding to requests and coordinating special arrangements.
• Review arrival reservations, allocated rooms, amenities, and special requests as a second set of eyes to help ensure seamless stays.
• Coordinate timely amenity deliveries for VIP guests and members.
• Serve as a liaison between Front Office, Housekeeping, Concierge, Private Kitchen, and Sales.
• Assist with check-in, check-out, special requests, and recognition of VIPs and guests with Gold lounge access.
• Meet LQA and Forbes standards and follow departmental procedures.
• Control rooms by executing room assignments and arrival lists to anticipate guest needs, including VIP needs.
• Resolve guest challenges with appropriate follow-through, recording information and reporting or communicating it to the appropriate person.
• Contribute to a positive working environment.
• Work with the Rooms Coordinator to monitor related Front Office administrative work.
• Promote ALL loyalty and train other colleagues as a champion of the program.
• Communicate guest feedback to hotel management and department or division heads.
• Liaise with other departments and necessary outside contacts to support excellent service delivery.
• Perform additional duties as requested by a Supervisor or Manager.

Benefits

• Employee benefit card offering discounted rates in Accor worldwide.
• Learning programs through Accor Academies.
• Opportunity to make a difference through Corporate Social Responsibility activities such as Planet 21.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree