Guest Experience Coordinator

2 months ago

Charlottesville, United States The Boar's Head Resort Full time
Job DescriptionJob Description

We are seeking a professional and dedicated Guest Experience Coordinator who is passionate about delivering exceptional guest service while maintaining Boar's Head Resort CORE standards and Forbes Travel Guide luxury standards. As an essential member of our team, the Guest Experience Coordinator is responsible for efficiently answering all calls, addressing in-house guest requests, and successfully handling guest inquiries related to our hotel, restaurant, in-room dining, spa, golf, sports club facilities, and special events including Winter Wander. In addition, the Guest Experience Coordinator is responsible for pre-stay communications with guests to meet their needs and increase revenue across the property. The primary focus of the Guest Experience Coordinator is to provide world-class service and ensure an unforgettable experience for every guest and club member.

ESSENTIAL JOB FUNCTIONS

- Follow Boar's Head Resort CORE and Forbes Travel Guide luxury standards throughout all guest interactions.

- Professionally and promptly answer all incoming calls, providing accurate and detailed information to guests.

- Manage communication with guests before they arrive to ensure their needs are met and increase revenues across the property during their stay.

- Address in-house guest requests and inquiries, ensuring their needs are met promptly and effectively.

- Familiarize yourself with all resort amenities, including the hotel, in-room dining, restaurants, spa, golf, sports club and special events to increase revenue and provide comprehensive assistance and information to guests.

- Deliver personalized service, anticipating guest needs and providing more than is asked to exceed expectations.

- Familiarize yourself with all events on property, including sports club member, food and beverage and public special events. This includes the ticketing process and guest requests.

- Resolve guest complaints or issues promptly and escalate to the appropriate team member when necessary, ensuring guest satisfaction at all times.

- Develop and maintain a strong knowledge of local attractions, restaurants, events and activities to enhance the guest experience.

- Collaborate with other resort departments to ensure seamless coordination and delivery of guest services.

- Maintain accurate and detailed records of guest interactions, requests, and inquiries for future reference.

- Stay up-to-date with industry trends and continually seek opportunities to enhance guest satisfaction and service excellence.


Qualifications:

- Previous experience in a luxury hotel, resort environment or service industry is highly preferred.

- Thorough knowledge of Forbes Travel Guide luxury standards and commitment to practicing the standards throughout all guest interactions.

- Proven ability to deliver exceptional guest service, exceeding guest expectations.

- Excellent communication and interpersonal skills, with the ability to build rapport with guests and fellow team members.

- Strong problem-solving and decision-making abilities, with a solution-oriented mindset.

- Exceptional organizational skills and attention to detail, ensuring accuracy in guest requests and record-keeping.

- Ability to handle multiple tasks at once and prioritize effectively in a fast-paced environment.

- Flexibility to work in shifts, including early mornings, late evenings, weekends and holidays.

- Proficient computer skills and familiarity with hotel reservation systems.



Job Posted by ApplicantPro

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