City, State:

Queens, New York

The Experience Specialist creates a seamless and memorable stay for VIP and Elite Bonvoy guests by anticipating their needs and elevating every touchpoint of their journey. With a focus on personalization and exceptional service, this role enhances guest experiences through thoughtful coordination and genuine hospitality.

 

Salary: $25 per hour

Essential Functions and Duties:

• Coordinate room assignments, ensuring VIP and Elite Bonvoy guests' preferences and special requests are met to enhance their stay.
• Personalize guest experiences by anticipating and fulfilling unique needs, providing tailored services and amenities.
• Manage reservations and check-ins, overseeing booking processes and facilitating smooth check-in and check-out procedures.
• Handle guest inquiries and complaints, addressing and resolving questions, concerns, and complaints promptly and professionally.
• Collaborate with departments such as housekeeping and maintenance to address guest needs and ensure seamless service delivery.
• Provide information on hotel services and local attractions to enhance the overall guest experience.

• Maintain accurate records of guest interactions, preferences, and special requests to personalize future stays and improve service quality.
• Ensure compliance with policies, adhering to all hotel procedures and quality standards to maintain a safe and welcoming environment.
• Promote loyalty programs by educating guests about benefits and encouraging enrollment to foster guest retention.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

Required Experience, Education, and Skills:

• Minimum of 2 years in a guest-facing hospitality role, preferably in a luxury or full-service hotel setting.
• Prior experience handling VIP or loyalty program guests is strongly preferred.
• Strong interpersonal and communication skills, with the ability to build genuine connections with guests.
• Exceptional organizational skills and attention to detail to manage multiple guest requests simultaneously.
• Ability to remain calm and professional under pressure while handling guest concerns.
• Proficiency in hotel property management systems (e.g., Opera, Marriott LightSpeed, or similar).
• Knowledge of Bonvoy or similar loyalty programs and ability to promote benefits effectively.
• Flexibility to work various shifts, including evenings, weekends, and holidays, based on business needs.
• Strong problem-solving skills and ability to adapt quickly to changing guest expectations.

Work Environment:

• Works in a hotel setting, including front desk, lobby, and guest areas.
• Requires standing and walking for extended periods while assisting guests.
• May need to lift or carry guest amenities, luggage, or other items up to 25 lbs.
• Must be able to work a flexible schedule, including evenings, weekends, and holidays, based on guest demand.
• Fast-paced environment requiring the ability to multitask and respond quickly to guest needs.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Equal Employment Opportunity: Stonebridge is committed to equal employment opportunities. We do not discriminate based on race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, physical or mental disability, or medical condition. All aspects of employment, including recruitment, hiring, advancement, compensation, benefits, training, promotion, transfer, discipline, layoff, recall, and termination, will be conducted without discrimination. Reasonable accommodations will be made for disabled team members.

Resumes and applications for employment will be evaluated based on qualifications and the ability to meet the position's requirements.

Join us in creating extraordinary experiences and opportunities for our guests and team members.

Our company does not discriminate against its associates or applicants because of race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, physical or mental disability or medical condition. Equal employment opportunity will be extended to all persons in all aspects of the employer-associate relationships, including recruitment, hiring, advancement, compensation, benefits, training, promotion, transfer, discipline, layoff, recall and termination. Every reasonable accommodation will be made for disabled associates.

Resumes and applications for employment will be evaluated on the basis of qualifications to meet the requirements of the position and ability to perform the requirements of the position.