Guest Services Coordinator

Job Description

REQUIREMENTS

• High school diploma or GED equivalent required; Associate’s degree or equivalent customer service leadership experience preferred
• 0-1 years of related work experience required

RESPONSIBILITIES

• Interact daily with our client’s guests via email, chat, and phone, delivering white glove service by responding to and resolving guest inquiries accurately, efficiently, and professionally
• Approach each guest interaction with an empathetic, customer-centric mindset, seeking to understand individual needs and create a positive guest experience
• Lead with curiosity to gain a clear understanding of guest goals, concerns, and desired outcomes
• Provide accurate, valid, and complete information regarding our client’s products, services, and experiences by utilizing available resources and tools*
• Review previous guest interactions and account history to ensure all outstanding concerns have been addressed and resolved*
• Manage multiple communication channels and competing priorities simultaneously while maintaining service quality and response expectations*
• Meet established service-level agreements and performance expectations while maintaining a high standard of guest care*
• Utilize creative problem-solving to resolve guest concerns in ways that are mutually beneficial to both the guest and the business
• Document guest interactions and maintain accurate records within customer service systems
• Research guest concerns, escalate issues when appropriate, and ensure timely follow-up and resolution
• Participate in and support special projects, process improvements, and departmental initiatives as needed
• Identify recurring guest trends and opportunities for process and product improvements, escalating insights as appropriate
• Support departmental initiatives and special projects that advance Guest Services and the broader business
• Contribute to continuous improvement initiatives that enhance the guest experience and operational efficiency
• Follow established communication procedures, guidelines, and policies*
• Perform other duties as assigned

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