Experience and Membership Coordinator at Royal Sonesta San Juan in San Juan, Puerto Rico

Job Description:

Job Description Summary

The Experience and Membership Coordinator, reports to the Rooms Division Manager and is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives. The role requires a professional with strong organizational skills, a desire to learn and grow, comfortable working with teams and demonstrating a culture of caring.

Job Description

DUTIES AND RESPONSIBILITIES:

• Assist the Rooms Division Manager with administrative duties and special project requirements.


• Oversee the Club Membership; including but not limited to, recruiting new members, and retaining existing ones.


• Respond quickly to guest requests and complaints. Establish and implement appropriate programs and service recovery guidelines that ensure the ultimate in guest experience and comfort.


• Ensure that rooms are blocked for VIP guests according to past history, rate, or preference. Verify Elite status for arriving guests. Check VIP rooms for final arrival.


• Analyze customer feedback from hotel guestbook, logbook, courtesy calls, surveys, and online reviews and suggest ways to improve ratings.


• Respond to any questions, needs and desires of guests, and follow up with guest to ensure their requests have been met to their satisfaction.


• Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary.


• Follow up guest feedback made through social media, surveys, letters, and other tools to share it with the departments involved.


• Communicate and assist in achieving departmental guest satisfaction, revenue and profit goals and objectives.


• Monitor guest compensations provided as recovery service to effectively meet budget guidelines.


• Establish and implement appropriate programs and service recovery guidelines that ensure the ultimate in guest experience and comfort.


• Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stays.


• Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Sales and Marketing, Front Office, Reservations, Accounting, Food and Beverage, Housekeeping, and Maintenance.


• Assist Front Desk, concierge, and bell staff during high traffic times.

• RESPONSIBLE BUSINESS


• Work under pressure and meet established goals.


• Ensure quality and standards meet expectations on a day-to-day basis.


• Stay safe all the time. Following our safety procedures, you'll report all incidents and wear any protective gear needed.


• Jump into other ad-hoc duties when your colleagues need your help.


• Attend periodically assigned trainings, line ups and meetings according to position.


• Perform other duties as assigned by your manager, for example: guest room tours, concierge services, special guest requests, etc.

• QUALIFICATIONS AND REQUIREMENTS


• Some college and two years Front Office/Guest Service experience at a hotel of similar size and complexity, or an equivalent combination of education and experience. Bachelor's degree in Hotel Management, Business Administration, or related field preferred. Must speak fluent English. Other languages preferred. Flexibility on schedule - morning, afternoon, night, weekend, weekday, and holiday shifts are all part of the job.

  This job requires ability to perform the following:

  
  


• Frequently standing up or moving within and outside of the facility during the daily shifts


• Carrying or lifting items weighing up to 50 pounds


• Frequently handling objects and equipment


• Frequently bending, stooping, and kneeling

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

Additional Job Information/Anticipated

Pay Range

Benefits

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:

• Medical, Pharmacy, Dental, and Vision Insurance


• 401(k) Retirement Plan with Company Match


• Paid Vacation and Sick Days


• Paid Funeral Leave


• Sonesta Hotel Discounts


• Educational Assistance


• Paid Parental Leave


• Referral Incentive


• Doctor Clinic


• Sick Incentive


• Development Programs


• Milestone (Years of Service) Incentive


• Employee Cafeteria


• Company Paid Life Insurance


• Company Paid Short-Term and Long-Term Disability Insurance


• Various Employee Perks and Discounts

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.

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