Hotel Services Coordinator

6 days ago


Tysons Corner, Virginia, United States Encore Full time

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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