Guest services representative

POSITION SUMMARY:

The Guest Experience Coordinator will report directly to the Haida House management and serve as a key player in crafting memorable experiences for all guests. This position requires outstanding interpersonal skills to connect with a wide array of visitors and ensure that each person feels genuinely appreciated and well-attended to throughout their stay.  

The ideal candidate will possess exceptional customer service skills, a keen eye for detail, and the ability to respond promptly and effectively to various guest requests. By anticipating needs and going the extra mile, the Guest Experience Coordinator will help create an atmosphere of warmth and hospitality, turning every interaction into a positive memory for our guests. 

DUTIES AND RESPONSIBILITIES:

• Develop and maintain a comprehensive understanding of the guest experience and their needs. 

• Respond to guest inquiries in a professional manner. 

• Monitor guest feedback and use it to identify areas of improvement and opportunities to enhance the guest experience. 

• Collaborate with marketing and sales teams to promote the guest experience and share success stories. 

• Assist with the smooth running of front office operations, including check-ins and check-outs. 

• Create and implement guest experience strategies and initiatives to improve guest satisfaction and loyalty. 

• Assist with special events and meetings being held on the property. 

• Address guest inquiries, requests and concerns promptly and professionally. 

• Provide information about property facilities and local sites to explore. 

• Ensure work areas and the property are kept clean and safe. 

• Other related duties as . 

KNOWLEDGE, SKILLS AND ABILITIES:

• Excellent communication skills to interact with guests and team members. 

• Ability to work independently as well as a part of a team. 

• Committed to upholding the company’s core values in all interactions. 

• Proficiency in computer systems and software used for reservation management and guest communications, such as cloudbeds , lightspeed and taking payments through.

• Attention to detail to maintain a high standard of cleanliness and organization. 

• Exceptional interpersonal, communication and conflict-resolution skills. 

• Strong organizational, time management and multi-tasking abilities. 

• Proven experience in a customer service role, preferably in a hotel or similar setting. 

TRAINING, EDUCATION AND EXPERIENCE:

• An equivalent combination of education and experience will be considered an asset. 

• A combination of post-secondary schooling and or experience in tourism or business management.