Job Description
** JOB OVERVIEW**
Under the general guidance of the Guest Relations Manager, the Guest Relations Coordinator supports all Guest Experience functions by assisting with guest interactions, service recovery, VIP coordination, and concierge support. This role is highly guest‑facing and execution‑focused, ensuring that every guest touchpoint—from pre‑arrival to departure—feels thoughtful, seamless, and aligned with Delano’s service philosophy.
The Guest Relations Coordinator acts as a liaison between guests and internal departments, proactively addressing requests, documenting service opportunities, and supporting Front Office leadership in delivering exceptional and personalized hospitality.
KEY RESPONSIBILITIES
- Guest Experience & Service Support
- Serve as a primary point of contact for guests, providing warm, professional, and personalized service always.
- Assist with guest pre-arrival, arrival, in‑house experiences, and departures to ensure a seamless guest journey
- Respond promptly and courteously to guest requests, inquiries, and concerns, escalating issues when necessary
- Support service recovery efforts by assisting in resolving guest concerns and following up to ensure satisfaction
- Maintain a visible presence in public areas during peak periods to proactively assist guests
- Coordinate VIP arrivals, amenities, special occasions, and personalized touches in collaboration with Concierge and Front Office teams
- Engage regularly with guests to gather feedback on service quality and overall experience
- Coordination & Administrative Support
- Accurately log guest requests, complaints, and service recoveries in guest response tracking systems (Nuvola, Guest Alerts, Glitch Log, etc.)
- Monitor guest feedback platforms (Revinate, ReviewPro, Tripadvisor) and assist leadership with trend reporting and follow‑up actions
- Prepare daily guest experience reports, VIP lists, and pre‑arrival notes as assigned
- Assist with scheduling guest experience coverage and coordinating resources during high‑volume periods
- Maintain organized records, reports, and documentation for the Guest Relations function
- Team & Interdepartmental Collaboration
- Work closely with Front Office, Housekeeping, Engineering, Food & Beverage, and other departments to ensure guest needs are met efficiently
- Communicate guest preferences, feedback, and service opportunities clearly and professionally to internal teams
- Support Front Office leadership by reinforcing service standards and brand expectations
- Lead by example through a polished appearance, positive attitude, and refined hospitality demeanor
- Standards, Brand & Compliance
- Ensure all interactions reflect Delano brand standards, service culture, and luxury hospitality expectations
- Follow all company policies, procedures, and operating standards
- Maintain department work areas, guest service desks, and equipment in a clean and organized condition
Remain calm, alert, and professional during emergencies or high‑pressure situations