Guest Experience Coordinator
Starwood Hotels
Grow with us...
Life at Starwood Hotels is based on a simple idea: the world is beautiful and we want to keep it that way. But we can’t do it alone. That’s why hiring thoughtful and inspiring Team Members and Leaders who understand that our people, collaboration, stellar service, and respect for nature are so important to us.
Our culture is caring and thoughtful, and we deliver good-natured and informed service, perfectly executed to evoke a sense of fulfillment and well-being. A job at 1 Hotels is about more than punching a clock. It's about changing the world - little by little. We're the world's first mission-driven hotel company and we've got some lofty goals. All we ask is that you bring your true self and do all the good you can!
MAIN DUTIES:
As Guest Experience Coordinator, you will serve as a key point of contact for guests throughout their stay, with a focus on VIP arrivals, personalized service, problem resolution, and seamless coordination across departments. This role ensures guests feel genuinely welcomed, cared for, and supported while delivering a memorable and elevated experience aligned with 1 Hotels standards.
GENERAL DUTIES:
- Coordinate and execute VIP arrival, in-house, and departure experiences.
- Complete guest registration processes by accurately inputting and retrieving information in hotel systems.
- Confirm guest details including number of guests, room type, room rate, preferences, and special requests.
- Select and assign rooms based on guest needs and preferences.
- Program and issue electronic room keys while discreetly confirming room number and rate.
- Ensure guests are informed of room location and arrange for assistance or escort when appropriate.
- Prepare and present welcome packets, keys, amenities, gifts, or tokens of appreciation.
- Work with leadership and internal departments to ensure rooms, amenities, and services are properly accounted for on guest folios.
- Accurately manage complimentary services and authorizations in accordance with hotel policies.
- Assist guests with check-out procedures, billing questions, and payment processing.
- Accept and process payments including credit cards, vouchers, traveler’s checks, and foreign currency in accordance with posted exchange rates.
- Greet all guests promptly with a warm, friendly, and sincere welcome.
- Communicate clearly and positively, actively listening to guest requests and providing accurate information regarding hotel amenities, dining outlets, events, and services.
- Receive, coordinate, and follow up on guest requests by liaising with appropriate departments.
- Promptly answer phone calls, emails, and web inquiries; accurately input and relay messages to guests and team members.
- Retrieve and distribute guest mail, packages, deliveries, and special items as requested.
- Proactively identify guest opportunities and anticipate needs to enhance the overall experience.
- Address guest concerns and complaints by conducting thorough research, proposing solutions, and negotiating outcomes when necessary.
- Remain calm, alert, and professional during high-volume periods, emergencies, or unexpected situations.
- Exercise sound judgment, discretion, and confidentiality in all guest interactions.
- Maintain detailed documentation of guest interactions, requests, and resolutions.
- Perform other reasonable job-related duties as assigned.
- Follow all company and safety and security policies and procedures; report any maintenance problems, safety hazards, accidents, or injuries; complete safety training and certifications; properly store flammable materials.
- Ensure compliance with hotel policies, procedures, and standards with self and colleagues.
- Ensure uniform and personal appearance are clean and professional.
- Maintain confidentiality of proprietary information.
- Embody the 1 Hotels Vision, Mission and Compass; deliver on Our Promise, provide Good-Natured Service and uphold our Brand Pillars.
QUALIFICATIONS & SKILLS:
- Are organized and proficient at multitasking
- Ability to speak effectively before groups of guests or team members and ability to respond to and creatively resolve guest inquiries and complaints.
- Ability to read and understand documents such as safety rules, operating and maintenance instructions and procedure manuals.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
- Excellent guest service skills.
- Ability to follow directions and work in a team environment.
- Ability to remain flexible and adaptable.
- Proficient in verbal and written English communication
- Must possess a high quality, detailed and service work ethic.
- Ability to work in a fast-paced environment.
- Professional & appropriate business appearance and demeanor aligned with the 1 Hotel brand and culture.
- While performing the duties of this job, the team member is regularly required to stand; use hands/fingers; to handle, or feel objects, reach with hands and arms, talk, hear, taste & smell. The team member is frequently required to walk, kneel, or crouch and must possess the ability to stand for long periods (more than 8 hours).
- Flexibility to meet the demands of a 24-hour operation. Due to the nature of the hospitality industry, team members may be required to work varying schedules, including holidays and weekends to accommodate the business and demands of the property.
Due to the nature of the hospitality industry, employees are required to work varying schedules, including holidays, to accommodate the business and demands of the hotel
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.
Starwood Hotels is an equal opportunity employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non-discrimination on any protected basis covered under applicable law. If you require any special accommodation, please visit People Operations.
Please note that your job description is not an exhaustive of tasks and duties, but serves a guideline for daily duties, which may change from time to time.
About us...
As a mission-driven company, our purpose is our true north, and our compass guides the way. The purpose we live by impacts the lives of our team members, drives the experiences for our guests, builds community with like-minded travelers and takes care of the planet we live in. Founded in 2006 by Barry Sternlicht, Starwood Hotels is a luxury hotel brand management company and affiliate of global private investment firm Starwood Capital Group.
Starwood Hotels is an Equal Opportunity Employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non-discrimination on any protected basis covered under applicable law. If you require any special accommodations, please visit People Operations.