Hotel Services Coordinator
6 days ago
Job Summary
The Customer Experience Liaison will serve as a key point of contact between Encore, venue partners, and customers. This role requires a professional and friendly demeanor, with a focus on building relationships and providing exceptional customer service.
Key Responsibilities
- Customer Contact
- Acknowledge and interact with customers in a timely and professional manner.
- Build relationships with customers to establish trust and open communication.
- Proactively identify potential issues and provide solutions to client concerns.
- Respond quickly to questions and requests, and handle service problems politely and efficiently.
- Billing and Financial Management
- Communicate billing information to customers, resolve billing concerns, and obtain signatures.
- Convey and enter billing changes, and communicate billing challenges to the Encore team.
- Prepare billing reports daily and submit them to the venue for reconciliation.
- Data Entry and Administration
- Enter customer contact information and details into the CRM system.
- Enter and reconcile Exhibit customer payments into the billing system.
- Customer Engagement and Support
- Accompany the selling manager on PreCon and Site Visit meetings as needed.
- Coordinate customer follow-up and support thank you messages.
- Coordinate with hotel sales teams for site visit attendance and support.
- Drive customer service excellence by engaging in multiple points of contact throughout the day.
- Act as a service liaison between customers, Encore team members, and venue partners.
- Operational Support
- Demonstrate knowledge of hotel and facility services.
- Coordinate and communicate customer concerns with the venue partner team for resolution.
Qualifications and Requirements
- Education
- High School Diploma or equivalent required.
- Associate degree preferred.
- Experience
- 1+ years of administrative, sales, or hospitality experience preferred.
- Skills and Competencies
- Proficiency in Microsoft 365 and web-based applications.
- Strong written and oral communication skills.
- Strong organizational and interpersonal skills.
- Encore's Service Level 100, 200, and 300 Certifications to be obtained within 90 days.
- Ability to multitask and work well under pressure.
Work Environment
The Customer Experience Liaison will work in a hotel/convention center environment with moderate exposure to outdoor temperatures and to dirt, sand, and/or dust. The working conditions will vary between moderately quiet to noisy volumes. Team members may be asked to work in multiple hotel locations. Working times will include irregular hours and on-call status, including days, evenings, weekends, and holidays. Team members must adhere to appearance guidelines as defined by Encore based on an individual hotel or a representation of hotels in that city or area.
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