What are the responsibilities and job description for the Guest Experience Coordinator position at LINE Austin?
Job Description
Job Description
Benefits :About our Brand
More than a group of hotels, The LINE is a creative community built around a sense of discovery an exploration of a building, a neighborhood, and a culture. From Koreatown in LA to Adams Morgan in DC to downtown Austin, each property is architecturally interesting and chosen for its location in emerging neighborhoods in compelling cities. LINE hotels are both reflective and responsive shaped by the communities they are part of while also contributing something new to those places. LINE properties are a collaboration of the best local and out-of-town talent in design, food and beverage, arts and culture.
We are seeking a dynamic Guest Experience Coordinator to join our team. A successful candidate will have a genuine passion for the hospitality industry and an entrepreneurial spirit.
Responsibilities
- Must be courteous and gracious, maintaining a professional demeanor at all times
- Establish and maintain good communications and teamwork with fellow colleagues and other departments within the hotel
- Maintain open door communication with employees
- Seek out opportunities for guest-centric experiences in all outlets of the hotel by following established procedures to conduct pre-arrival, and follow up from guest correspondence and feedback
- Oversee and implement Hotel Guest Experience initiatives
- Be an Experience Assistant by being a liaison with in-house guests, provide service poolside during the summer months, do VIP meet and greets during check-in, and coordinate among all departments for seamless execution of service
- Coordinate the VIP program which includes identifying potential guests and updating the guest profile with background information, assisting Front Office team in identifying potential upsell guests to the couples floor, and communicating successes to the Hotel in an effort to keep intensity and focus high
- No Fuss Curbside Check in which includes assisting the Reservations and Front Office teams to identify guests and achieve a seamless arrival experience for return guests.
- Monitor Curbside Check in by setting a goal of 15% of all arrivals as Curb Side guests and communicating successes to the Hotel in an effort to keep intensity and focus high
- Be knowledgeable on all products available within the hotel Lobby Shop
- Monitor and maintain Lobby Shop, perform product inventory, and all guest transactions
- Work with Front Office Managers and Reservations Team to learn from each others successes and failures to develop a consistent product company wide
- Proficient in all department systems and programs including Property Management System, Guest Service Request and Reservation Systems
- Coach staff to achieve culture standards & core standards of Guest Experience Assistant / Manager and couple experience
- Supervise the activities of the Front Office team in order to ensure adherence to The Line Hotel standards, policies & procedures
- Assist with responsibilities and duties in the absence of or due to heavy volume in any Rooms Division area
- Ensure staff understands their job expectations before holding them accountable
- Maintain awareness of documentation needed and retained in employee files
- Be familiar with all safety and emergency procedures including OSHA requirements
- Attend relevant meetings
- High School diploma or general education degree (GED)
- Three (3) years related experience in hospitality or service industry preferred
- Strong communication skills
- Collaborative spirit
- Ethical Conduct
- Computer Proficiency : Microsoft Office, Opera PMS
- Positive Attitude
- Eye for Detail
- Problem solving abilities
Core Competencies
Compensation & Benefits
We offer competitive wages and benefits while fostering a diverse and inclusive work experience.
We thrive in being a diverse work environment. Consideration for employment will be based upon personal capabilities and qualifications without discrimination based on race, color, religion, sex, gender identity, age, national origin, disability, sexual orientation, or any other protected characteristic as established by law.
