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Our foundation in family goes back to 1957, when entrepreneur Jay Pritzker purchased the original Hyatt House motel. Pritzker and his brother, Donald, worked to grow the Hyatt brand, powered by their belief in the importance of family and care. As of March 31, 2020, Hyatt is a global hospitality company with 20 premier brands and more than 900 hotel, all-inclusive, and wellness resort properties in over 65 countries across six continents.With more than 127,000 colleagues across 65 countries, we embrace all cultures, races, ethnicities, genders, sexual orientations, ages, abilities, perspectives, and ways of thinking. Our culture is one that empowers every individual to be his or her best, and such authentic connection inspires the way we care for each other and for our guests.Be a part of something bigger. Enjoy life every day. Make a difference in the lives of those around you. Love where you work. Join a company that values respect, integrity, humility, empathy, creativity, and fun. With careers spanning the globe, your perfect opportunity awaits. Discover why Hyatt is consistently ranked one of the world’s best places to work.

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Guest Experience Coordinator

Industry : Hotels & Resorts

Department : Front of House

Location : Houston, United States

Level : Staff Line level

Posted : 27 Nov 2024

Job Role : Front Office Agent

Recruiter : Hyatt Hotels

Job Ref : HOZ45012

Employment Type: Permanent

Job Type :

Validate Through : 2024-12-26

Salary Range (monthly): 1 to 2,000

Contact : HR Department

: Any

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Guest Experience Coordinator

Description

Join us for this incredible opportunity to be part of our team as Guest Experience Coordinator - Full-Time at Hyatt Regency Houston-Downtownlocated in Houston, TX. Not only will you be part of a rock-star team, but you'll get to be part of a hotel location that earned a spot-on Fortune's 100 Best Companies to Work For in 2022!

The Guest Experience Coordinator plays a key role in creating extraordinary experiences for our guests by supporting the Front Office team and fostering strong relationships with colleagues and guests alike. This role serves as a personal concierge to VIP guests and elite World of Hyatt members, ensuring their stay is unforgettable. By focusing on the "wow" factor for both group and transient guests, the Guest Experience Coordinator enhances the overall guest journey and elevates satisfaction.

Responsibilities include but are not limited to:

Monitor and respond to feedback across platforms such as HySat, TripAdvisor, Yelp, and others, leveraging insights to improve the guest experience.
Initiate communication with guests before their arrival to build rapport, gather preferences, and create personalized experiences.
Review guest survey data, identify trends and opportunities, and communicate actionable insights to relevant teams.
Address concerns from detractors and guests identified through the 'We Care' program, providing tailored resolutions to enhance satisfaction.
Engage with guests who share positive feedback, nurturing loyalty through meaningful interactions.
Personally meet VIP guests during check-in and/or check-out to ensure a seamless experience.
Analyze historical feedback to proactively address potential issues for future reservations or group stays.
Organize and manage amenities for returning guests or those celebrating special occasions.
Oversee the program to ensure extended stay guests receive exceptional care and tailored services.
Prepare rooms for site inspections, meeting planners, and VIP guests to exceed expectations upon arrival.
Anticipate and address guest needs before they arise, delivering exceptional service throughout their stay.
Utilize Zingle for mass and personalized text communications, ensuring timely and effective interaction with guests.
Follow up with guests after departure to ensure satisfaction and foster lasting relationships.
Contact in-house guests via email or text to resolve concerns and fulfill requests promptly.
Support Front Office business levels at all times, including assisting with check-ins, check-outs, and other guest services as needed.

Hyatt has a very competitive benefit package for colleagues, which may include:

Complimentary hotel room nights at Hyatt hotels world-wide
Unlimited colleague and friends & family discounted room rates at Hyatt hotels world-wide
Bereavement and jury duty pay
Vacation, sick, and new child leave
Medical, dental and vision Insurance, discounted prescriptions, life and disability insurance, flexible spending account,
Retirement Savings Plan option (401K) with employer match
Employee Stock Purchase Plan
Complimentary employee meals
Direct deposit
Competitive wages

Hyatt is an Equal Opportunity Employer - M/F/Veteran/Disability/Sexual Orientation/Gender Identity

Qualifications

Expert knowledge of Microsoft Office programs such as Word, Excel, and PowerPoint.
Familiarity with Hyatt systems preferred, including Micros, Opera, Colleague Advantage, Reserve, and Zingle.
Excellent multi-tasking, organizational skills, and attention to detail.
Strong time-management skills.
Exceptional customer service and guest interface abilities.
Understanding of rooms merchandising and yield management processes.
Exceptional professional communication skills, both verbal and written.
Basic graphic design experience is a plus.
A true desire to satisfy the needs of others and exceed expectations in a fast-paced environment.
Refined verbal and written communication skills.
Minimum of one year of previous front office supervisory experience preferred.
Ability to work a flexible schedule, including nights, weekends, and holidays as needed.