Guest Relations Coordinator

JOB OVERVIEW

Under the general guidance of the Guest Relations Manager the Guest Relations Coordinator supports all Guest Experience functions by assisting with guest interactions service recovery VIP coordination and concierge support. This role is highly guestfacing and executionfocused ensuring that every guest touchpointfrom prearrival to departurefeels thoughtful seamless and aligned with Delanos service philosophy.

The Guest Relations Coordinator acts as a liaison between guests and internal departments proactively addressing requests documenting service opportunities and supporting Front Office leadership in delivering exceptional and personalized hospitality.

KEY RESPONSIBILITIES

• Guest Experience & Service Support
• Serve as a primary point of contact for guests providing warm professional and personalized service always.
• Assist with guest pre-arrival arrival inhouse experiences and departures to ensure a seamless guest journey
• Respond promptly and courteously to guest requests inquiries and concerns escalating issues when necessary
• Support service recovery efforts by assisting in resolving guest concerns and following up to ensure satisfaction
• Maintain a visible presence in public areas during peak periods to proactively assist guests
• Coordinate VIP arrivals amenities special occasions and personalized touches in collaboration with Concierge and Front Office teams
• Engage regularly with guests to gather feedback on service quality and overall experience
• Coordination & Administrative Support
• Accurately log guest requests complaints and service recoveries in guest response tracking systems (Nuvola Guest Alerts Glitch Log etc.)
• Monitor guest feedback platforms (Revinate ReviewPro Tripadvisor) and assist leadership with trend reporting and followup actions
• Prepare daily guest experience reports VIP lists and prearrival notes as assigned
• Assist with scheduling guest experience coverage and coordinating resources during highvolume periods
• Maintain organized records reports and documentation for the Guest Relations function
• Team & Interdepartmental Collaboration
• Work closely with Front Office Housekeeping Engineering Food & Beverage and other departments to ensure guest needs are met efficiently
• Communicate guest preferences feedback and service opportunities clearly and professionally to internal teams
• Support Front Office leadership by reinforcing service standards and brand expectations
• Lead by example through a polished appearance positive attitude and refined hospitality demeanor
• Standards Brand & Compliance
• Ensure all interactions reflect Delano brand standards service culture and luxury hospitality expectations
• Follow all company policies procedures and operating standards
• Maintain department work areas guest service desks and equipment in a clean and organized condition

Remain calm alert and professional during emergencies or highpressure situations

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time