Job description
The Guest Experience Coordinator (GEC) serves as a liaison between front-line associates and management to ensure consistent and exceptional service delivery across all guest touchpoints. The GEC provides shift leadership, operational oversight, and hands-on support to Guest Experience Associates while collaborating with departments including Family Support, Housekeeping, and Facilities. This role balances service execution with administrative responsibilities to enhance the guest journey.
Essential Duties and Responsibilities
- Lead daily shift operations at the front desk, ensuring optimal staffing and service standards.
- Coach, mentor, and assist Guest Experience Associates in delivering elevated guest interactions.
- Attend to recipients' nonclinical needs, such as providing minimal assistance with activities of daily living (ADLs), and confer, as needed, with the recipient's clinical care team, including, but not limited to, primary care physician, behavioral health provider, substance use treatment provider, specialty provider, referring provider, and home health provider, as appropriate.
- Coordinate guest room readiness and turnover in partnership with Housekeeping and Facilities teams.
- Ensure guests have access to medication as needed.
- Respond to escalated guest concerns using the “Respond, Recover, Report” protocol and ensure documentation is completed.
- Support family onboarding process, in collaboration with family support team, including orientations, intake forms, and personalized check-in experiences.
- Support the implementation of guest programming and coordinate activity registration, reminders, and logistics.
- Maintain shift reports, reservation logs, incident reports, and donation documentation.
- Monitor pantry, supply, and amenity inventory levels and communicate replenishment needs.
- Assist with daily arrival and departure prep including room inspections, guest welcome notes, and comfort kits.
- Liaise with volunteers and support their engagement in guest service-related duties.
- Act as shift lead when Manager on Duty (MOD) is not present and serve as emergency point of contact.
- Participate in cross-training and project execution to improve departmental efficiency and service quality.
- Provide first aid and basic life support as needed- training provided to all team members
- Serve as point-of-contact for lost and found inquiries, delivery coordination, and guest communication.
Supervisory Responsibilities
- This position provides shift leadership to Guest Experience Associates and volunteers assigned to the operations team. This may include helping to delegate tasks and help answer questions and problem solve with the team.
- Support the onboarding of new hires.
Qualifications
- Demonstrated leadership and training experience.
- Familiarity with property or facility management software and digital communication tools.
- Current or prior registration as a certified nurse assistant, home health aide, or personal care worker; or One year of experience in the provision of services to persons experiencing homelessness or adults residing in a facility subject to licensure and oversight by the Department, OPWDD, OMH, or OASAS. This could include peer support personnel or community health workers.
