Experience and Membership Coordinator
Sonesta
- San Juan, PR
- Permanente
- Tiempo completo
- Assist the Rooms Division Manager with administrative duties and special project requirements.
- Oversee the Club Membership; including but not limited to, recruiting new members, and retaining existing ones.
- 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.
- Communicate and assist in achieving departmental guest satisfaction, revenue and profit goals and objectives.
- 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
- Frequently handling objects and equipment
- Frequently bending, stooping, and kneeling