Guest Relations Coordinator - Sonesta

Job Description Summary The Guest Relations Coordinator Coordinator, reports to the Rooms Division Manager and is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives. The role requires a professional with strong organizational skills, a desire to learn and grow, comfortable working with teams and demonstrating a culture of caring. Job Description DUTIES AND RESPONSIBILITIES: Assist the Rooms Division Manager with administrative duties and special project requirements. Respond quickly to guest requests and complaints. Establish and implement appropriate programs and service recovery guidelines that ensure the ultimate in guest experience and comfort. Ensure that rooms are blocked for VIP guests according to past history, rate, or preference. Verify Elite status for arriving guests. Check VIP rooms for final arrival. Analyze customer feedback from hotel guestbook, logbook, courtesy calls, surveys, and online reviews and suggest ways to improve ratings. Respond to any questions, needs and desires of guests, and follow up with guest to ensure their requests have been met to their satisfaction. Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary. Follow up guest feedback made through social media, surveys, letters, and other tools to share it with the departments involved. Monitor guest compensations provided as recovery service to effectively meet budget guidelines. Establish and implement appropriate programs and service recovery guidelines that ensure the ultimate in guest experience and comfort. Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stays. Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Sales and Marketing, Front Office, Reservations, Accounting, Food and Beverage, Housekeeping, and Maintenance. Assist Front Desk, concierge, and bell staff during high traffic times. RESPONSIBLE BUSINESS Work under pressure and meet established goals. Ensure quality and standards meet expectations on a day-to-day basis. Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed. Jump into other ad-hoc duties when your colleagues need your help. Attend periodically assigned trainings, line ups and meetings according to position. Perform other duties as assigned by your manager, for example: guest room tours, concierge services, special guest requests, etc. QUALIFICATIONS AND REQUIREMENTS Some college and two years Front Office/Guest Service experience at a hotel of similar size and complexity, or an equivalent combination of education and experience. Bachelor’s degree in Hotel Management, Business Administration, or related field preferred. Must speak fluent English. Other languages preferred. Flexibility on schedule – morning, afternoon, night, weekend, weekday, and holiday shifts are all part of the job. This job requires ability to perform the following: Frequently standing up or moving within and outside of the facility during the daily shifts Carrying or lifting items weighing up to 50 pounds Frequently handling objects and equipment Frequently bending, stooping, and kneeling The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. Additional Job Information/Anticipated Pay Range Benefits Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including: Medical, Pharmacy, Dental, and Vision Insurance 401(k) Retirement Plan with Company Match Paid Vacation and Sick Days Paid Funeral Leave Sonesta Hotel Discounts Educational Assistance Paid Parental Leave Referral Incentive Doctor Clinic Sick Incentive Development Programs Milestone (Years of Service) Incentive Employee Cafeteria Company Paid Life Insurance Company Paid Short-Term and Long-Term Disability Insurance Various Employee Perks and Discounts Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered. At Sonesta, we value our team members as individuals who enhance our guests’ experiences with their unique skills and contributions. We actively support professional growth and personal happiness in each of our employees at each of our hotels, resorts, suites and cruise ships. We seek out people who will eagerly partner with us to improve the overall Sonesta experience for our guests, and the overall Sonesta experience for their fellow colleagues. If you are interested in a career in some of the most impressive and beautiful surroundings in the world with generous benefits and perks, we hope you’ll get in touch with us. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.