GUEST EXPERIENCE COORDINATOR

As a primary point of guest contact, the Guest Experience Coordinator works in a team environment to warmly welcome guests and skillfully manage their needs.
He/she communicates closely with a variety of departments to settle guests into accommodations and work to meet requests throughout the guests' stay.
Guest Experience Coordinator activities include concierge services and vary greatly depending on the interests and needs of each guest.
From leading outdoor recreational pursuits and exploring the local area, to assisting kitchen/dining in picnic and room services activity, the Guest Experience Coordinator serves many functions- all with a professional demeanor and level of proactive service that our guests so much value.
Essential Functions.
Ready facilities, recreational equipment for the day's activities (bikes, canoes/kayaks, skis, sleds, lawn games, tennis courts, bonfires, etc.).
Check for ongoing requests for wakeup call/continental set-up/box lunches/ room service and facilitate arrangements.
Check and review reservations card/concierge form to ensure all provisions are in place for incoming guests- follow-up with other departments and confirm any appointments with local businesses.
Prepare welcome and departure cards, as well as departure gift, and ready check rooms according to special requests- light fire, finalize decorations and provisions.
Pick up/drop off guests from various transportation points or safely valet guest cars as needed.
Upon guests' arrival, provide a warm welcome to Twin Farms, escort guests to accommodations, assist with luggage, review room compendium and amenities, and confirm any scheduled appointments/activities.
Conduct property tour for new guests and help guests explore additional accommodations.
Provide information to guests looking to learn of and access amenities, recreational activities, local attractions, shopping, etc.
Answer phones and dispatch/coordinate service connections between departments; serve as a centralized concierge service point - fielding and following up with requests, queries, concerns; provide support to reservations team by fielding reservation inquiries as appropriate.
Promote and lead outdoor recreational activities, including, snowshoeing, skiing, biking, walking, hiking, canoeing, kayaking, etc.
Shuttle guests to various activities, facilities, tours, or local outings.
Conduct town runs to pick up materials, supplies, and special request items.
Detail guest vehicles (as well as Twin Farms' vehicles) as needed, with washing and vacuuming.
Update guest profiles for preferences/specifications.
Troubleshoot guest problems with room amenities, fireplaces, technology access, etc.
Provide pick-up and delivery for for picnics/barbecues/bonfires; deliver office items, faxes, messages, gifts, and flowers to guests.
Assist in maintenance of rec equipment- bike, canoe, and tennis court, sleds, skis.
Police grounds, accommodations, and vehicles for presentation/cleanliness, safety, and security; report any identified hazards.
Ensure picnic areas and outdoor gathering spots are staged and readied; assist events in special events set-up and breakdown.
Maintain any required record logs of vehicle use/inspection and guest incidents or requests.
Occasionally assist Grounds with snow/ice removal- including shoveling, and salting of paths.
Assist in set up and take down of seasonal decorations around hotel.
Assist other departments as needed and perform any other duties assigned by supervisor.
Knowledge, Skills and Abilities.
Skilled in presenting a customer oriented disposition with a professional, positive, and proactive attitude that anticipates and serves guest needs in strict adherence to confidentiality.
Able to establish, maintain, and follow through on priorities and management of details despite frequent interruptions and changes; can motivate to work independently as well part of a team.
Must demonstrate excellent follow through and completion of tasks without details lost.
Requires clear and open communication skills with team members and guests- including ability to understand and adapt to information in a manner consistent with the essential job functions.
Ability to perform regular lifting of loads up to 25 lbs at shoulder height and occasional lifting of loads weighing up to 40 pounds.
Ability to make sound independent decisions in a safe manner consistent with the essential job functions, policies, and procedures.
Familiar with fundamentals in safe use of operation of various equipment/vehicles.
Able to react quickly to changing demands and prove resourceful in taking on challenges.
Able to maintain flexibility with work schedule and demonstrate a sincere level of reliability- including being available to open or close the property, and work weekends/holiday periods.
Education/Training.
Possession of a valid driver's license and a clean driving record.
Minimum of a High School or equivalency degree.
Working Conditions.
Tasks often conducted in a physical, fast-paced environment with ever-changing demands.
Work sometimes involves prolonged standing, sitting, crouching and/or stooping.
Activity is on feet with continuous walking and standing; includes frequent lifting of light loads- occasional lifting extremes can be up to 40lbs at shoulder height.
Alternating between smooth/uneven surfaces and varying climates- (i.
.
snow, ice, & rain).
Work involves close collaboration with a team as well as staff from other departments.
Shift hours are typically long with weekend and holiday attendance most always necessary.
Occasional availability to fill-in outside of typical shift due to unexpected staffing needs.
All your information will be kept confidential according to EEO guidelines.