Guest Experience Coordinator

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General Information

Country/Region United States of America Province/City New York Location The Carlyle, A Rosewood Hotel Department Rooms - Front Office Job Type Full-time Permanent

KEY RESPONSIBILITIES

Job s ummary -

Responsible for coordinating all elements of pre-arrival, in-house, and post-departure details to create a seamless guest experience. Essential in the preparation and organization of the department's operation. Must have a positive demeanor to build and maintain valuable relationships not only with guests, but also other hotel departments and third-party vendors. A sharp attention to detail is required.

Essential Duties and Responsibilities -(Key Activities)

• Exude a polished and professional tone and manner both in person, over the phone, and through email correspondence

• Arrange appropriate amenities and organize personalized welcome cards for greetings and special occasions.

• Ensure all relevant information, history, and preferences are collected and documented uniformly

• Effectively communicates requests and concerns to other departments including Housekeeping, Room Service and Engineering in advance

• Develops an ambitious working pace ensuring all reservations are completely reviewed at least 3 days before their arrival date
• Escalate complaints, settling disputes, and resolving grievances and conflicts with guests and patrons in a timely manner
• Control departmental inbox and takes ownership of all incoming guest requests from initial introduction to completion

• Take every opportunity to anticipates guest needs and exceeds their expectations

• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations
• Maintain complete knowledge at all times of:

o Hotel features/services, hours of operation.

o Room types, numbers, layout, decor, appointments and location.

o Room availability status for any given day.

o Scheduled in-house group activities, locations and times.

• Understand and adapt to the sense of urgency needed in time-sensitive situations

• Inspect, plan, and maintain all materials and equipment stored in the department are in complete readiness for service; rectify deficiencies with respective personnel.
• Bring issues concerning employee satisfaction to the attention of the department manager and Human Resources.

• Contribute to the development of policies and procedures as well as the implementation of improvements made to the department

• Is a “brand ambassador” at all times and ensures brand integrity and clarity are always maintained.

• Model the company's culture, vision, mission and core values at all times.

• Foster and promote a cooperative working climate, maximizing productivity and employee morale.

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

• Encourage effective flow of communication by attending required hotel meetings and conducting departmental pre-shift and monthly associate meetings.

• Interact and respond in a courteous and professional manner with all guests, staff and community members, inclusive of resolving all guest and staff difficulties.

• Perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.

• Maintain clean and safe work area.

• Ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.

• All other duties as required.

Others

• While this is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.

Required Skills -

• Must be able to perform job functions with attention to detail, speed and accuracy

• Be a clear thinker, remaining calm and resolving problems using good judgement

• Follow directions thoroughly

• Understand a guest's service needs

• Work cohesively with co-workers as part of a team

• Detail oriented and hands on, being able to maintain an organization in a multi-tasking environment.

• Team player with strong interpersonal skills, capable of engaging emotionally with guests and colleagues.

• Comply with quality assurance expectations and standards as directed by management (Forbes, LQA and Rosewood Brand Standards).

• Maintain confidentiality of guest information and pertinent hotel data

• Prior heavy exposure to front desk assistant manager job duties.

• Thorough knowledge of Hotel Operations, Hotel Services, Hotels policies and regulations, technical knowledge of Opera, HotSOS and Microsoft Office Application

• Ability to be resourceful, creative and maintain flexibility

• Required to speak, read and write English, with fluency in other languages highly preferred

• Must be able to exert physical effort in transporting 15 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding

Qualifications -

• Minimum Bachelor Degree in Hospitality Management or equivalent work experience

• Licenses & Certifications: None required

Experience -

• Minimum 3 year experience in a similar capacity for a luxury or ultra-luxury property.

Hourly Rate : $33.37

About Us

Built in 1930, The Carlyle, A Rosewood Hotel is a New York City luxury hotel that exudes charm and elegance. For generations, it has been the “home away from home” for world leaders, celebrities and sophisticated travelers. Guests discover remarkable privacy, luxury and impeccable service from this award-winning property. The Carlyle has consistently been recognized as one of the top hotels to stay by the world's leading publications, travel magazines and consumer organizations.