Guest Experience Coordinator

Job Description

Guest Experience and Coordination

• Facilitate guest arrivals and departures by streamlining Front Office operations and communication.
• Maintain communication with related departments to ensure smooth service delivery.
• Respond promptly to guest queries and resolve complaints.
• Ensure guests receive the accommodation they expect.

Front Office Operations

• Coordinate with Front Office managers and supervisors to ensure daily operations run smoothly.
• Coordinate with operational departments to communicate guest requirements effectively.
• Attend to guest inquiries in a professional and helpful manner.
• Assist the Guest Service team in the lobby when required.

Rooms, Groups, and Billing

• Ensure arriving rooms are assigned before arrival or sufficiently available for Front Desk allocation.
• Maintain current knowledge of group arrival, stay, and departure requirements.
• Prepare guest billing before departure to avoid delays or discrepancies.
• Maintain room controls and room revenue controls.

Compliance and Safety

• Ensure accounting and auditing practices follow company practices and government requirements.
• Check audits and registration cards before sending them to Accounts.
• Know emergency and crisis procedures, including fire procedures and Fire Panel handling.
• Follow health, safety, environmental, and hotel procedures to protect guests and colleagues.

Education and Experience

• A degree in hospitality is ideal.
• Previous Front Office experience within a hotel is expected.
• Fluency in written and spoken English is required.
• Computer literacy and knowledge of Opera are valued.

Knowledge and Competencies

• Guest Relations and Executive Club operations knowledge is advantageous.
• Strong presentation, communication, and customer-care skills are expected.
• The candidate should be proactive, outgoing, approachable, adaptable, and effective under pressure.
• Teamwork, planning, operational supervision, and understanding differences are emphasized.