Guest Experience Coordinator

Highgate Hotels   Honolulu, HI   Full-time     Hospitality
Posted on June 6, 2022


GUEST EXPERIENCE COORDINATOR
JOB DESCRIPTION
DIVISION: Hotel
DEPARTMENT: Rooms Division
REPORTS TO: Director of Rooms
STATUS: Hourly
JOB SUMMARY
The Guest Experience Coordinator is responsible for monitoring and assisting in the quality of overall guest experience
from pre-arrival, in-house and post-stay. He/she maintains guest satisfaction by tracking and responding to customer
comments on social media and internal guest satisfaction index. He/she is responsible to create and execute guest
activities to include cultural & kids programs, and activate lobby and pool areas. This position is also responsible for
the execution of VIP service deliverables and acts as main contact throughout VIP’s stays. The Guest Experience
Coordinator will also serve as a lobby ambassador and assist with guest communication of hotel services via letter, text,
email, and face to face communication. Performs administration duties as needed.
QUALIFICATION STANDARDS
Education & Experience:
 At least 2 years’ experience in a hotel or a related industry
 Previous guest service experience required.
 Computer knowledge/skills required.
 Excellent verbal and communication skills required
 College Degree helpful.
Physical requirements:
 Long hours sometimes required.
 Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or
constantly to lift, carry, push, pull or otherwise move objects.
General Requirements
 Maintain a warm and friendly demeanor and be an Ambassador of Aloha Spirit at all times.
 Must be able to effectively communicate both verbally and written, with all level of employees and guests in
an attentive, friendly, courteous and service oriented manner.
 Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
 Must be able to multitask and prioritize departmental functions to meet deadlines.
 Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented
manner.
 Attend all hotel required meetings and trainings.
 Participate in M.O.D. coverage as required.
 Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which
will vary according to the needs of the hotel.
 Maintain high standards of personal appearance and grooming, which include wearing nametags.
 Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
Guest Experience Coordinator, Page 2 of 2
 Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
 Must be effective in handling problems, including anticipating, preventing, identifying and solving problems
as necessary.
 Must be able to understand and evaluate complex information, data, etc. from various sources to meet
appropriate objectives.
 Must be able to maintain confidentiality of information.
 Perform other duties as requested by management.
DUTIES & FUNCTIONS
Fundamental Requirements:
 Respond to all guest concerns filtered through hotel departments, social media, and guest satisfaction index either
in person, electronically or by phone.
 Monitor trends associated with service levels/guest complaints
 Serve as a lobby ambassador to greet guests and assist them with their needs.
 Review and organize guest mail. Assist with mailing out guest packages post departure
 Assist with Front Office Operations. To include PBX and Front Desk and other operational needs.
 Work/communicate with managers or departments regarding guest issues or other areas of concern.
 Coordination of all resort activities to include cultural programming, entertainment, kids’ activities, pool deck
programming
 Create and manage the Resort’s Calendar of activities
 Liaison between resort and 3rd party operators (ie Kamaaina Kids, Waikiki Beach Services, Island Club & Spa)
for programming and outdoor classes.
 Coordinate special events and other evening activities
 Organizing managers’ receptions
 Create exhibits and/or crafts that celebrate the Oceanarium and the cultural and unique aspects of the ‘Alohilani.
 Help maintain a tracking sheet to monitor events, vendor utilization, income, and expenses for each activity.
 Assist with ensuring all invoices are paid in a timely manner; document all payments.
 Assist with training for any activity department team members and volunteers.
 Assist with producing a calendar of events for the next calendar season, while ensuring to stay within budget
expectations.
 Develop innovative programming and communication to active the hotel public areas
 Act as liaison for all VIP guests special requests, and execute on all service deliverables.
 Must carry a company phone while on property
 Help with and organize fundraising and community activities to support the department.
 Maintain accurate office and activity supply inventories.
 Appropriately weigh all sides of a situation and fairly compensate guests in a consistent fashion, when necessary.
 Attend departmental and morning meetings and take notes and distribute to the operational team.
 Evaluate and respond to Social media and online service channels and enhance reputations and representation.
Where needed give recommendations for improvement and enhancement.
 Perform other duties as requested by management.
I HAVE READ AND UNDERSTAND THE JOB DESCRIPTION AS STATED ABOVE AND ACCEPT THAT ANY
OF THE TASKS MAY BE MODIFIED OR CHANGED. I ACCEPT RESPONSIBILITY FOR KNOWING THE
MODIFICATIONS AND / OR CHANGES IN THIS JOB DESCRIPTION. I CAN PERFORM THE FUNCTIONS
OF THIS JOB AS LISTED ABOVE, WITH OR WITHOUT REASONABLE ACCOMMODATION.
Employee Signature Date


Highgate Hotels

2490 Kalakaua Ave.
Honolulu , HI