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Guest Experience Coordinator

Employer
BridgeStreet Global Hospitality
Location
Reston, VA
Closing date
Oct 18, 2019

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Industry
Other
Function
Program Manager
Hours
Full Time
Career Level
Experienced (Non-Manager)
We help businesses find, and book trusted accommodations anywhere so they can work, live and sleep well, guaranteed. BridgeStreet is the travel technology leader in the extended stay sector. Our innovative product line, Six Ways to Stay, connects a global marketplace of millions of extended stay hotels, serviced apartments, brand hotels, furnished homes, vacation rentals, and design-led hostels with corporate customers. In addition to providing built-in demand for operators from BridgeStreet's vast client portfolio and extensive global sales team, BridgeStreet is globally recognized for unparalleled, award-winning, quality service, compliance, and security bringing together a seamless, trusted, business travel technology solution.Responsibilities Include: Coordinate Guest Requests: Take all calls concerning maintenance and special requests. (Example: furniture requests, extra towels, HBO, special-billing procedures). Record all information on the appropriate form. Call in request to the correct company. (Complex, Telephone, Cable etc.), or pass the form on to the appropriate department. Follow up to be sure that the request was completed.Help Maintain the Quality of BridgeStreet Apartments: The Guest Experience Coordinator reports any damages or repairs to the appropriate person or department that needs to take place when entering a guest's apartment.Contact All Guests for Welcome and Farewell Calls: Call each and every guest within 48 hours of their arrival to make sure they moved in without trouble and to also verify that the accommodations are meeting their expectations. Cards should be sent to every guest that was unable to be reached by phone and logged in the courtesy call log.Prepare all Welcome Packets to include; arrival details, keys and passes, and branded material. Proper deliveries of Welcome packet to ensure the BridgeStreet's key drivers are met.Oversee all Apartment Set-Ups: Order all utilities and furniture for new apartment set-ups. Enters unit details into PMS system. Communicate with the appropriate staff so they may complete their responsibilities of the new set-up.Apartment Tear Downs: Disconnect all utilities and schedule furniture to be picked up for all apartments tear down or refurbishes. Change lease dates in PMS system as required. Communicate with the appropriate staff so they may complete their responsibilities in the tear down.Apartment Set-Ups and Tear Downs: Make proper use of the apartment set up form and the apartment tear down form per instructions from the Guest Experience Manager or General Manager. Manage community and apartment information in PMS system.Pager Duty: Twenty-four hour on-call duty that rotates between staff members on a weekly or monthly basis.Communicate Effectively With All BridgeStreet Staff: It is our effective cross-functional process that enabled us to serve our customer to the level that they and we have come to expect. It is vital that you think of other members of the BridgeStreet staff as you are doing your job, and think how your job functions effect them and also what information should be shared to keep everyone informed so the cross functional process operates at peak performance. Daily communication regarding reservations and customer inquiries is essential.Any additional projects or duties as assigned. Specific Job Knowledge, Skill and Ability: Knowledge of, or the ability to learn, the reservation process.Excellent verbal and written communication skills.Confidence, enthusiasm and a strong dedication to the job and company.Customer approach to problem solving.Ability to understand and contribute to the sales process to ensure maximum customer satisfaction.Ability to follow, successfully implement, and maintain proper procedures and brand standards.Willingness to take direction and function in a fast paced environment.Ability to adapt and change priorities if needed. Education: Associates Degree, Bachelors preferredHospitality and Tourism certification or concentration is a plus Travel (approx): Local travel to apartment inventory Number of Employees Supervised: 0

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