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Guest Experience Coordinator

Posted June 15, 2022

Residence Inn Mystic Groton
Mystic, CT
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About This Job

Overview

Opportunity: Guest Experience Coordinator
The Guest Experience Coordinator will supervise the Guest Experience by assisting the Guest Experience Manager overseeing the lobby ambassador, concierge and bell staff.
Potential Career Path
Guest Experience Manager
Positions Requirements
  • Monitor and analyze the guest experience index and regularly check and follow up with guests reviews and Medallia.
  • Responsibilities will also include communication between all departments to ensure quality guest experience.
  • Supervise the Guest Experience Index through analysis of trends and ensure constant and consistent communication of the results.
  • Make recommendations as necessary for areas of improvement. Resolve guest concerns expeditiously in a manner which is beneficial to all involved through communication with department management.  
  • Comply with Marriott guidelines. Ensure all internal communications are on brand per HHM standard. Respond and update as necessary.       
  • Knowledge of all aspects of front desk operations, including check-in and check-out, settlement, award programs, handling guest requests and complaints.
  • Ability to communicate with others and inform line employee of hotel and departmental goals and objectives, motivate self and staff to achieve those goals, respond to guest requests and business volume quickly and efficiently.
  • Update all relevant information pertaining to events in the hotel on a regular basis and communicate those changes quickly and effectively.
  • Follow sustainability guidelines and practices related to HHM’s EarthView program.
  • Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
  • Assist in the breakfast area or assist guests with luggage when staffing assistance is required or during peak periods.
  • Ensure overall guest satisfaction.
  • Perform other duties as requested by management.

Experience 

  • Excellent communication skills, both verbal and written.
  • Must possess excellent computer skills. 
  • Ability to communicate with others and inform line employee of hotel and departmental goals and objectives, motivate self and staff to achieve those goals, respond to guest requests and business volume quickly and efficiently.
  • High school or equivalent education required. Bachelor’s Degree preferred.
  • Minimum of two years experience in hotel industry. Front office experience is beneficial.

Work Environment and Context

  • Work schedule varies and may include working on holidays, weekends and alternate shifts.
  • Requires standingfor extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching; stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

About Us

HHM is proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.

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About this Employer

Residence Inn Mystic Groton

40 Whitehall Avenue
Mystic, CT 06355

(860) 536-5150

133 Room Extended Stay

www.marriott.com

Our Hotel

Located in the heart of Mystic Country near the Mystic Aquarium, Mystic Seaport and Olde Mistick Village Shops, the Residence Inn Mystic Groton offers great amenities and first-class service for business and leisure travel. Our all-suites hotel is just a short distance from Foxwoods and Mohegan Sun Casinos and midway between TF Green & Bradley Int'l Airports. At our Mystic, CT hotel, guests enjoy spacious studios, one- and two-bedroom suites that are 50% larger than traditional hotel rooms. Our suites offer separate living, eating and sleeping areas, high-speed Internet, flat screen TV's and fully equipped kitchens. Guests can enjoy a daily complimentary hot breakfast buffet and a nightly social hour (Mon.-Wed.), on-site exercise room and indoor swimming pool. They'll have access to many dining options with downtown Mystic just a mile away. Whether traveling for business or leisure this is a home away from home.