Guest Experience Coordinator

Job Description

Manages and directs the day to day operation of Housekeeping to provide support to the Housekeeping Director in all areas of Housekeeping Operation. To participate and enforce in quality assurance and holding accountability for all Westgate standards, policies and procedures to include daily staffing, training, coaching and hiring. Expected to work hand in hand with Workforce management (WFM) daily to ensure department is staffed appropriately. Oversees vacation, FMLA all time off requests including daily sick call.

Daily: Read and respond to guest surveys by email and/or phone

Daily: Subscribe department management teams depending on feedback

Daily: Generate reports for weekly management reports

Weekly: Generate report to upload to TripAdvisor campaigns

Assist with training users on Medallia

Daily: Read and respond to reviews for all Westgate Las Vegas accounts

Answer questions for all Westgate Las Vegas accounts

OpenTable

Daily: Read and respond to reviews for all Westgate Las Vegas accounts

Weekly: Generate reports to upload to TripAdvisor campaigns

Daily: generate reports for Quick Reply and/or Trigger responses

Generate reports for management

Generate reports for Medallia & TripAdvisor analyst reports

Generate weekly reports for TripAdvisor Monthly Team Member drawing

Print team member Drawing vouchers

Speak with guest face to face

Make guest recovery reservations

Assist front desk during heavy check in times

Random room Inspections

Assist guest with ticket purchases and voucher redemption

Assist guests with accessing electronic tickets in mobile devices

Assist showroom staff with seating the venue

Assist entertainment staff with event management

Qualifications

• Ability to effectively communicate in the English language in order to complete assigned tasks and be able to communicate with other departments and guests
• Ability to organize and prioritize work and meet deadlines
• Ability to act independently while analyzing data and drawing conclusions from written and computer-generated materials.
• ability to maintain attendance in conformance with standards
• ability to maintain a neat, clean and well-groomed appearance

• Ability to move throughout the Hotel for the duration of the shift.
• Ability to walk/stand and work 50% of shift walking a minimum of 2 miles per shift.
• Ability to sit and work 50% of shift. Ability to grasp, bend, stoop, reach, lift and/or carry, or move records, reports, supplies, etc. weighting a maximum of 10 lbs. to a height of 5 feet on an intermittent basis.

• Ability to work indoors and outdoors in varying environmental conditions.
• ability to work in areas with exposure to smoking

• 1 year minimum experience in guest serves or related department

• GED/High School Diploma

Additional Information

All your information will be kept confidential according to EEO guidelines.