Guest Experience Coordinator
This role bridges the Guest Experience and Front Office departments, supporting both the Guest Experience Manager and Front Desk Manager in delivering exceptional service and communication across the property. Whether welcoming guests at check-in, coordinating VIP experiences, or resolving guest concerns, the Guest Experience Coordinator ensures every interaction feels thoughtful and genuine.
The Role
The Guest Experience Coordinator serves as an ambassador for the property and brand, anticipating guest needs, responding to feedback, and creating personalized experiences that enhance every stay. This position requires strong communication skills, a proactive mindset, and a natural ability to make others feel valued and cared for. You are the bridge between departments, ensuring that information flows smoothly, details are handled flawlessly, and guests leave feeling seen and appreciated.
Welcome and assist guests upon arrival, ensuring a warm, efficient check-in and departure process.
Serve as the main point of contact for VIPs and returning guests, ensuring preferences are anticipated and executed flawlessly.
Gather guest feedback and share insights during daily briefings to continually improve service.
Address and resolve guest concerns promptly, turning challenges into opportunities for connection.
Research incoming arrivals and update guest profiles with current preferences.
Coordinate special requests, amenities, and in-room experiences for celebrations and key guests.
Communicate closely with all departments to ensure consistent delivery of service across the property.
Perform front desk duties including check-in/check-out, billing, and guest inquiries.
Handle calls, emails, and messages with accuracy and professionalism.
Maintain a clean, organized, and welcoming front desk and lobby environment.
Accurately process payments and assist with shift reports and reconciliation.
Record important guest details, incidents, and requests in the front desk log.
Provide cross-support to Concierge, PBX, and Reservations when needed.
Embody and promote The Standard’s culture and service philosophy in every guest interaction.
Support training and initiatives related to brand standards and guest engagement.
Participate in on-property events and community engagement to strengthen guest relationships.
1–2 years of experience in hospitality or customer service (hotel experience preferred).
Working knowledge of Opera PMS and proficiency in Microsoft Office (Word, Excel, Outlook).
Higher education in hospitality or tourism preferred but not required.
Fluent in English; bilingual abilities (especially Spanish) are a plus.
Exceptional interpersonal and communication skills both written and verbal.
Energetic, confident, and comfortable engaging with guests in a variety of settings.
Strong organizational and problem-solving skills with a calm, solution-oriented mindset.
Emotionally intelligent, proactive, and guest-centered approach to service.
Flexible availability, including evenings, weekends, and holidays.
Team-oriented with an appreciation for creativity, individuality, and collaboration.
Ability to stand and walk for up to 8 hours per shift.
Frequent bending, reaching, and lifting up to 30 lbs.
Clear verbal communication and active listening skills.
Comfortable working indoors and outdoors in varying weather conditions.