Guest Relations Coordinator

Job Description

We believe life is made of many journeys: inspiration, wonderment, curiosity, or the simple joy of discovering something new every day. If you share the same sentiment, then this opportunity is for you.

Rosewood Miramar Beach, A Rosewood Hotel, is seeking a Guest Relations Coordinator. This role coordinates all pre-arrival, in-house, and post-departure details to create a seamless guest experience. It is essential in preparing and organizing the department’s operation. The candidate must have a positive demeanor and be able to build and maintain valuable relationships not only with guests but also with other hotel departments and third-party vendors. Sharp attention to detail is required.

Responsibilities:

• Exude a polished and professional tone and manner both in person, over the phone, and through email correspondence.
• Arrange appropriate amenities and organize personalized welcome cards for greetings and special occasions.
• Ensure all relevant information, history, and preferences are collected and documented uniformly.
• In advance, effectively communicates requests and concerns to other departments, including Housekeeping, Room Service, and Engineering.
• Develops an ambitious working pace ensuring all reservations are completely reviewed at least 3 days before their arrival date.
• Control departmental inbox and takes ownership of all incoming guest requests from initial introduction to completion.
• Take every opportunity to anticipate guest needs and exceed their expectations.
• Maintain complete knowledge at all times of:
• Hotel features/services, hours of operation.
• Room types, numbers, layout, decor, appointments, and location.
• Room availability status for any given day.
• Scheduled in-house group activities, locations, and times.
• Understand and adapt to the sense of urgency needed in time-sensitive situations.
• Contribute to the development of policies and procedures as well as the implementation of improvements made to the department.
• Model the company’s culture, vision, mission and core values at all times.
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Encourage effective flow of communication by attending required hotel meetings and conducting departmental pre-shift and monthly associate meetings.
• All other duties as required.

Qualifications:

• Minimum Bachelor's Degree in Hospitality Management or equivalent work experience.
• Minimum three years of experience in a similar capacity for a luxury or ultra-luxury resort/hotel.
• Must perform job functions with attention to detail, speed and accuracy.
• Be a clear thinker, remain calm, and resolve problems using good judgment.
• Follow directions thoroughly.
• Understand a guest’s service needs.
• Work cohesively with co-workers as part of a team.
• Detail-oriented and hands-on, maintaining an organization in a multitasking environment.
• Team player with strong interpersonal skills, capable of engaging emotionally with guests and colleagues.
• Comply with quality assurance expectations and standards as directed by management (Forbes, LQA and Rosewood Brand Standards).
• Maintain confidentiality of guest information and pertinent hotel data.
• Prior heavy exposure to front desk assistant manager job duties.
• Thorough knowledge of Hotel Operations, Hotel Services, Hotels policies and regulations, technical knowledge of Opera, HotSOS and Microsoft Office Applications
• Ability to be resourceful, creative, and maintain flexibility.
• Required to speak, read and write English, with fluency in other languages highly preferred.
• Must be able to exert physical effort in transporting 15 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding

The pay scale for this position is between $24.00 and $25.00/hour. This is the pay range for this position that the Hotel reasonably expects to pay. 

About Us

Situated on one of the most beautiful and exclusive beaches in Southern California, Rosewood Miramar Beach is in Santa Barbara’s picturesque Montecito community and one of only 15 properties in the world to hold the coveted Forbes Five-Star title. The 16-acre residential-style estate is designed with style, grace, and glamour, featuring 153 ultra-luxury guest rooms and suites, including beachfront accommodations, a collection of signature suites, and multi-bedroom bungalows. Amenities include Forbes Five-Star Sense, A Rosewood Spa, a state-of-the-art fitness studio, two cabana-lined pools, and bespoke beach service on the sandy shores of Miramar Beach. Home to six unique dining venues, Rosewood Miramar Beach is a popular culinary destination for locals and visitors alike, with its oceanfront MICHELIN one-star and MICHELIN green star restaurant, traditional Japanese Edomae sushi experience, al fresco beach bar, sophisticated cocktail lounge, casual all-day dining as well as poolside dining, and delightful poolside ice cream shop serving classic American fare. Expansive indoor and outdoor event space, totaling approximately 28,000 square feet, includes the Chandelier Ballroom, with over 6,500 square feet, and the Great Lawn, which offers infinite ocean views. Attentive Estate-Style™ service makes Rosewood Miramar Beach the perfect destination for celebrating life’s moments in highly personalized settings. Rosewood Miramar Beach is owned by Caruso and managed by Rosewood Hotels and Resorts.