Guest Experience Coordinator for a Boutique Hotel

1 week ago

Durham, United States Nue Holdings Full time

TO APPLY: The more we understand you, the better Please answer all questions required in the job post and, where applicable, email any remaining communications to talent@nueholdings.com. Candidates who do not do this will not be moved to the interview round. Once submitted, we will contact you if we have any questions, or schedule a video meeting if your submission meets our initial requirements. The final round will involve an onsite interview. 


WHO WE ARE: Nue Holdings is a real estate firm that owns the hospitality brand StayNue.com, a flexible stay experience for wellness oriented furnished residences and hotels. We operate in 4+ markets across the US. It’s the hospitality management arm of Nue Holdings, a US-based investment brand offering shared experiences through elevated and approachable living. 


THE NUE MISSION: We seek a world of new discoveries, shared experiences, and personal choice. Nue is our vision to accommodate the world by embracing hospitality in all aspects of living and beyond.


THE HOTEL: Previously known as the Captain’s Inn Point Lookout, this 4-acre property is located 2,000 feet high in the Catskill Mountains, atop a cliff with an unprecedented 5-state, 180 mile view of 5 states. It is a short drive to Windham Mountain, Hunter Mountain, and year-round activities for all that the Catskills offers. The property is set to offer 16+ hotel rooms, a 100+ seat restaurant, and amenities such as food trucks, a provisions shop, a seasonal ice cream stand, small wedding venue, lawn areas with unobstructed views, and direct trail access.


WORKING HOURS: Monday - Friday from 9am-5pm ET, with occasional overtime when needed.


COMPENSATION: Based on demonstrated experience.


JOB SUMMARY: The Guest Experience Receptionist will be the face of our hotel to all visitors, especially our year-round guests. Your primary role will be to provide a warm welcome to guests and ensure their stay is smooth and memorable. You will manage front desk operations, assist with guest inquiries, and coordinate with the property care team to uphold cleanliness, maintenance, and guest satisfaction. You will coordinate with our virtual support team, who handle pricing, reservations, guest communications, and facilitate solutions to onsite concerns. 


Top candidates take it upon themselves to provide a wonderful hospitality experience to guests, are hands-on with solving onsite issues, and are excited about joining a cool new boutique hotel in the beautiful Catskills. We seek candidates with a can-do attitude, they get the job done, and happen to be experienced with managing the front desk of a boutique hotel. 


KEY RESPONSIBILITIES:


  • Greet and Check-in Guests: Greet and check in guests upon arrival, ensuring a smooth and joyful guest experience where guests feel taken care of. Handle special requests such as setting up the room with celebratory arrangements, child-friendly amenities, etc. Provide personalized recommendations for local attractions.
  • Ensure Guest Satisfaction: Monitor guest satisfaction, address feedback or complaints in a professional manner and respond to clients’ complaints in a timely and professional manner.
  • Perform Inspections: Ensure all rooms and common areas meet our quality checks, where all systems are working, supplies are stocked, and all rooms are clean and furnished as per guest expectations. Perform inspections and resolve cleaning and maintenance findings on a timely basis. Address performance issues with onsite cleaning and maintenance team. 
  • Supplies Management: Perform inventory audits and replenish supplies or maintenance items, such as provisions, firewood, bulbs, batteries, linens, etc.
  • Coordinate with Commercial Tenants: Coordinate with other operators on the property to ensure a successful hospitality experience, such as the restaurant operator, venue operator, and other vendors. These include ensuring the property is setup for one-time events, ongoing tenancy, and hosting or assisting with special requests, projects, or events.
  • Other: Other tasks or projects as may be assigned by the management or ownership.


QUALIFICATIONS:


  • Prior front desk experience at a hotel.
  • Strong communication and interpersonal skills.
  • Ability to multitask and handle guest concerns with poise and professionalism.
  • A proactive attitude and commitment to delivering outstanding guest service.
  • Should know how to handle maintenance contractors, cleaners, scheduling and tasks assignment.


KEY PERFORMANCE INDICATORS (KPI’S):


  • Guest satisfaction scores
  • Management feedback
  • Ownership feedback


REPORTS TO: 


  • StayNue Management
  • Asset Management

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