Customer Service Job Summary
The Evening Guest Experience Coordinator serves as a touchstone of guest support from the afternoon to late evening. They are available to manage guest needs as well as plan and lead evening experiences that add value to the guests' stay. Additionally, the Evening Guest Experience Coordinator serves as an important support to other departments- from assisting in the closing of day's activities, to preparing for the next day, to completing projects, to communicating expected concerns and needs.
Primary Functions:
Coordinate after dinner guest service including bartending, shuttling, guest inquiries,
Respond to late night inquiries
Greet and Check-In late night arrivals- provide a warm welcome to Twin Farms, escort guests to accommodations, assist with luggage, review room compendium and amenities, and confirm any scheduled appointments/activities.
Consolidate guest service logs into one succinct format for the daily guest service meeting
Plan, promote, and lead occasional after dinner recreation programming (i.e. moonlight hike, astronomy, game night)
Provide information to guests looking to learn of and access amenities, recreational activities, local attractions, shopping, etc.
Check for ongoing requests for wakeup call/continental set-up/box lunches/ room service and facilitate arrangements and ensure readiness.
Assist Dining Staff with the completion of dinner service.
Light food preparation (i.e. late night snack menu)
Assist events in special events set-up and breakdown.
Answer outside phone lines
Respond to basic reservation and information inquiries from the outside phone lines
Prepare welcome cards.
Troubleshoot guest problems with room amenities, fireplaces, technology access, etc.
Update guest profiles for preferences/specifications.
Shuttle guests to various activities/facilities.
Provide pick-up and delivery for for picnics/barbecues/bonfires; deliver office items, faxes, messages, gifts, and flowers to guests.
Conduct routine patrols to police grounds, accommodations, and vehicles for presentation/cleanliness, safety, and security; manage and/or report any identified hazards.
Maintain a log of guest requests, important activity, and prepare a report for Dining and Guest Experience Team
Secondary Functions
Assist with preparing the dining room for breakfast service
Assist Grounds with snow/ice removal- including shoveling, and salting of paths.
Assist with office and main house cleaning
Provide light detail to vehicles for readiness and occasional detailing of guest vehicles as needed.
Assist in light set up and take down of seasonal decorations around hotel (no ladder work).
Check arrival rooms for cleanliness and compliance with guest requests
Basic repair and maintenance of facilities
Assist other departments as needed and perform any other duties assigned by supervisor.
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