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Guest Experience Coordinator

The Line

Guest Experience Coordinator

Austin, TX
Full Time
Paid
  • Responsibilities

    About our Company

    We Make Hotels. Sydell Group builds and operates unique properties that are a reflection of their neighborhoods, a celebration of architecture and design, and a gathering place for visitors from near and far. Our hotels are collaborations among exceptional talent from the creative, culinary, and retail worlds, and our goal is to create travel experiences that offer inspiration and a sense of connection to our respective cities. Sydell Group's diverse portfolio of award-winning hotels include NoMad New York, Los Angeles and Las Vegas; The LINE LA, DC and Austin; Freehand Miami, Chicago, LA and New York; The Ned, London and Park MGM, Las Vegas; as well as the forthcoming NoMad London and LINE San Francisco.

    We are seeking a dynamic Guest Experience Coordinator to join our team. A successful candidate will have a genuine passion for the hospitality industry and an entrepreneurial spirit.

    Responsibilities

    Must be courteous and gracious, maintaining a professional demeanor at all times

    Establish and maintain good communications and teamwork with fellow colleagues and other departments within the hotel

    Maintain “open door” communication with employees

    Seek out opportunities for guest-centric experiences in all outlets of the hotel by following established procedures to conduct pre-arrival, and follow up from guest correspondence and feedback

    Oversee and implement Hotel Guest Experience initiatives

    Be an Experience Assistant by being a liaison with in-house guests, provide service poolside during the summer months, do VIP meet and greets during check-in, and coordinate among all departments for seamless execution of service

    Coordinate the VIP program which includes identifying potential guests and updating the guest profile with background information, assisting Front Office team in identifying potential upsell guests to the couple’s floor, and communicating successes to the Hotel in an effort to keep intensity and focus high

    “No Fuss” Curbside Check in which includes assisting the Reservations and Front Office teams to identify guests and achieve a seamless arrival experience for return guests.

    Monitor Curbside Check in by setting a goal of 15% of all arrivals as Curb Side guests and communicating successes to the Hotel in an effort to keep intensity and focus high

    Be knowledgeable on all products available within the hotel Lobby Shop

    Monitor and maintain Lobby Shop, perform product inventory, and all guest transactions

    Work with Front Office Managers and Reservations Team to learn from each other’s successes and failures to develop a consistent product company wide

    Proficient in all department systems and programs including Property Management System, Guest Service Request and Reservation Systems

    Coach staff to achieve culture standards & core standards of Guest Experience Assistant/Manager and couple experience

    Supervise the activities of the Front Office team in order to ensure adherence to The Line Hotel standards, policies & procedures

    Assist with responsibilities and duties in the absence of or due to heavy volume in any Rooms Division area

    Ensure staff understands their job expectations before holding them accountable

    Maintain awareness of documentation needed and retained in employee files

    Be familiar with all safety and emergency procedures including OSHA requirements

    Attend relevant meetings

    Core Competencies

    High School diploma or general education degree (GED)

    Three (3) years related experience in hospitality or service industry preferred

    Strong communication skills

    Collaborative spirit

    Ethical Conduct

    Computer Proficiency: Microsoft Office, Opera PMS

    Positive Attitude

    Eye for Detail

    Problem solving abilities

    Compensation & Benefits

    We offer competitive wages and benefits while fostering a diverse and inclusive work experience.

    We thrive in being a diverse work environment. Consideration for employment will be based upon personal capabilities and qualifications without discrimination based on race, color, religion, sex, gender identity, age, national origin, disability, sexual orientation, or any other protected characteristic as established by law.

    About our Brand

    More than a group of hotels, The LINE is a creative community built around a sense of discovery — an exploration of a building, a neighborhood, and a culture. From Koreatown in LA to Adams Morgan in DC to downtown Austin, each property is architecturally interesting and chosen for its location in emerging neighborhoods in compelling cities. LINE hotels are both reflective and responsive— shaped by the communities they are part of while also contributing something new to those places. LINE properties are a collaboration of the best local and out-of-town talent in design, food and beverage, arts and culture.