Guest Experience Coordinator

Guest Experience Coordinator

The Guest Experience Coordinator will supervise the Guest Experience by assisting the Guest Experience Manager overseeing the lobby ambassador, concierge and bell staff.

Potential Career Path : Guest Experience Manager

Positions Requirements :

• Monitor and analyze the guest experience index and regularly check and follow up with guests reviews and Medallia.
• Responsibilities will also include communication between all departments to ensure quality guest experience.
• Supervise the Guest Experience Index through analysis of trends and ensure constant and consistent communication of the results.
• Make recommendations as necessary for areas of improvement. Resolve guest concerns expeditiously in a manner which is beneficial to all involved through communication with department management.
• Comply with Marriott guidelines. Ensure all internal communications are on brand per HHM standard. Respond and update as necessary.
• Knowledge of all aspects of front desk operations, including check-in and check-out, settlement, award programs, handling guest requests and complaints.
• Ability to communicate with others and inform line employee of hotel and departmental goals and objectives, motivate self and staff to achieve those goals, respond to guest requests and business volume quickly and efficiently.
• Update all relevant information pertaining to events in the hotel on a regular basis and communicate those changes quickly and effectively.
• Follow sustainability guidelines and practices related to HHM's EarthView program.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Assist in the breakfast area or assist guests with luggage when staffing assistance is required or during peak periods.
• Ensure overall guest satisfaction.
• Perform other duties as requested by management.

Experience :

Work Environment and Context :

What We Believe :

People Are Our Capability Hearts That Serve Only Excellence Stay Nimble - Own It

HHM Hotels is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other group protected by law.

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