Guest Experience Coordinator

POSITION OVERVIEW

The Guest Experience Coordinator assists in analyzing and reporting guest service metrics to improve overall guest satisfaction. This role involves researching and resolving guest incidents and opportunities based on the extent of liability.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following and other duties may be assigned as necessary:

• Collect, analyze, and interpret guest feedback, surveys, and other relevant data to identify trends, strengths, and areas for improvement in guest experiences
• Monitor and track key performance indicators (KPIs) related to guest satisfaction, service quality, and other relevant metrics.
• Analyze guest comments, reviews, and feedback from various sources to gain an understanding of their experiences and sentiments
• Collaborate with departments like guest services, front desk, F&B, and housekeeping to identify areas for enhancement in service delivery
• Propose strategies, initiatives, and process improvements based on data insights to enhance guest satisfaction and loyalty
• Investigate and analyze the root causes of guest service challenges and work with teams to implement effective solutions
• Drive a culture of continuous improvement by encouraging teams to act on guest feedback and make data-backed decisions
• Collaborate with various departments to ensure alignment and integration of guest service improvement efforts
• Utilize relevant software and tools to gather, analyze, and visualize data effectively for reporting purposes
• Promptly address guest feedback across survey platforms and travel sites, ensuring timely responses and taking ownership of guest recovery and resolution.
• Monitor and manage Amadeus recovery tickets and ensure department responses and resolutions are satisfactory.
• Provide personalized hosting for returning guests who experienced prior inconveniences, ensuring an elevated and seamless visit.
• Manage departmental administrative tasks, including documentation, reporting, and organizational duties.
• Serve as the primary point of contact for guest recovery inquiries received via email, ensuring prompt and effective resolutions.
• Partner with relevant teams to coordinate and implement solutions for guest issues, fostering a collaborative approach to service recovery.
• Partner with other departments to investigate, resolve incident claims, and determine liability based on the extent of guest property or personal damage.
• Coordinate the execution of liability releases when required maintaining compliance with company policies and protecting company assets
• Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• Bachelor’s Degree in business, Hospitality, Hotel, or related field and/or equivalent combination of education and experience
• Minimum of six (6) months of experience in a Guest Experience Department for a large-scale, luxury resort
• Highly motivated and energetic personality with a strong commitment to excellence in hospitality
• Ability to maintain composure when working in busy and stressful situations
• Ability to manage, prioritize, and delegate multiple projects simultaneously in a fast-paced environment
• Ability to maintain the confidentiality of sensitive guest and company information
• Proficient in Microsoft application tools, including but not limited to Microsoft Word, PowerPoint, Excel, and Outlook
• Knowledge and deep understanding of all aspects of hotel operations, including revenue optimization, resort services, and back-of-house operations
• Extensive technical literacy, with a strong understanding of hospitality management programs and other hotel technology innovations (automation, smart rooms, etc.)
• Ability to effectively achieve business unit goals and objectives by implementing strategic and operational plans, budgets, and best practices; and monitoring and evaluating results
• Ability to actively influence and drive collaboration with individuals or groups at various levels within and outside of the organization
• Demonstrated ability in maintaining consistent, high-quality service levels
• Must be willing and able to work a flexible schedule to include nights, holidays, and weekends
• Work in a fast-paced, busy, and somewhat stressful environment

SUPERVISORY RESPONSIBILITIES

This position does not have any supervisory responsibilities.

DIVERSITY COMMITMENT

Fontainebleau Las Vegas is committed to ensuring an inclusive space and sense of belonging for our Members. We believe our workforce should reflect the vast diversity of the communities we serve, and that diverse voices should be intentionally integrated into our work. We foster a culture of difference and diversity of identity, experience, and perspective, while actively striving for inclusive behaviors across our Company. By promoting these values and continuously pushing for better, we aim to create a positive work environment that encourages equality, inclusion, empowerment, and respect.

CERTIFICATES, LICENSES, REGISTRATIONS

Member must be able to qualify for licenses and permits required by federal, state, and local regulations.

LANGUAGE SKILLS

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.

REASONING ABILITY

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Member is regularly required to stand and use hands and fingers to handle or utilize objects, tools, or controls. The Member frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision and peripheral vision.

The Member must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Member could be exposed to an environment containing unrestricted secondhand tobacco smoke.

PAY TRANSPARENCY

Fontainebleau Las Vegas believes in developing and supporting our talent into the future. Our compensation program is designed to attract, motivate, and retain talented Members who are the driving force behind the Company's success. We strive to provide market-competitive compensation. Salary will be commensurate with experience and skill set, considering a candidate's qualifications, skills, competencies, and experience, as well as internal equity and market data alignment.

In alignment with our Company culture, we will strive to communicate openly about the goals of the Company and the design of the compensation program. The compensation process is designed to be fair and simple so that all Members and managers understand the Company's goals and future career development opportunities for upward mobility.

SALARY

$22 per hour - $24 per hour