Coordinator Guest Experience

The Coordinator Guest Experience cover an array of duties such as pre-arrival communications with guests, concierge and operator duties, according to the shift and duties establish by the supervisors.

About the Role

They play a key role in establishing the communication with future guests and are responsible for the pre arrival experience of guests, from reservation to the arrival. On a daily basis, they will answer external and internal calls and ensure of the proper call routing and tracking, edit and create messages for the resort messaging software, respond to guest for queries for their future stay or to travel agents, prepare itineraries for future guest stays, cover the concierge duties when necessary.

 Key Duties and Responsibilities

• Answer internal and external calls as per resort standards and ensure of proper call routing and monitoring.
• Initiate pre-arrival correspondence with guests or travel agents for future stays.
• Answers guest and travel agent queries for future stay.
• Actively promote hotel services to guests for their future stays.
• Contact and make necessary bookings to resort or third-party services for guest’s future stays.
• Keep records of all correspondence with future guests or travel agent and transmit it to relevant departments.
• Ensure all guest experience records and reports are always kept up to date.
• Draft itineraries for guest future stay corresponding to the services or experiences booked.
• Reconfirm all pre booked details with guests for their future stays.
• Communicate to relevant departments all necessary queries that future guests may have and ensure to reply to these.
• Inform your superiors of any issue or glitch with future or in house guests.
• Raise glitches for in house guest when necessary.
• Be up to date with all services and activities in the resort and promote them to in-house or future guests.
• Update guest information in SAGA and OPERA as and when necessary.
• Use ALICE for all relevant communications: tickets, requests, glitches, itineraries.
• Attend departmental briefings as scheduled.
• Always adhere to the code of conduct.
• Follow resort procedures pertaining to your position in case of emergency.
• Know how to operate the fire control panel of the resort and communicate with relevant departments in case of alarm.
• Keep your work area or station tidy and in good working condition.
• Perform concierge duties as and when scheduled or requested by superior.
• Make in house guest bookings for hotel services or activities.

 About You

The ideal candidate should have at least a high school or a NC3 in Front Office would be a plus. The candidate should have at least 2 years of experience in an international ultra-luxury resort in the guest services department as GRO, Front Office Assistant, and Concierge. He/ She must be fluent in written and spoken English and French. He/ She must be proficient in MS Office, ALICE, SAGA and Micros Opera.