Customer Experience Coordinator - Hyatt Regency Dallas
Position Overview
The Customer Experience Coordinator will act as liaison between Encore, venue, and customer. Provide customers with information and support in a professional and friendly manner while building relationships to ensure a high-quality experience. This position will report to Director, Event Technology.
Key Job Responsibilities
Acknowledge and interact with customers while maintaining a pleasant and professional image.
Build relationships with customers to establish trust and open communication.
Pro-actively identify potential issues and provides solutions to client’s concerns.
Respond quickly to questions and requests and handle service problems politely and efficiently.
Attend Venue meetings as required.
Communicate billing information to customers, resolve billing concerns and obtain signatures.
Convey and enter billing changes and communicate billing challenges to appropriate Encore team members.
Prepare billing reports daily and submit them to the venue for reconciliation.
Enter customer contact information and details into CRM system.
Enter and reconcile Exhibit customer payments into the billing system.
Accompany selling manager on PreCon and Site Visit meetings as needed.
Cook up customer follow-up and support thank you messages.
Cook up with hotel sales team for site visit attendance and support.
Drive customer service excellence by engaging in multiple points of contact throughout the day.
Act as a service liaison between customer, Encore team and venue partners.
Demonstrate knowledge of hotel and facility services.
Cook up and communicate any customer concerns with appropriate venue partner team for resolution.
Job Qualifications
High School Diploma is required. Associate degree is preferred.
1+ years of administrative, sales or hospitality experience preferred.
Proficiency Microsoft 365 and web-based applications.
Strong written and oral communication skills.
Strong organizational and interpersonal skills.
Encore’s Service Level 100, 200 & 300 Certifications to be obtained within 90 days.
Ability to multi-task and work well under pressure.
Competencies
Deliver World Class Service
Hospitality Ownership
Do The Right Thing
Instills Trust
Safety Conscious
Drive Results
Action Oriented
See The Big Picture
Communicates Effectively
Physical Requirements
Sitting: 6-8 hours per day
Standing: 2-3 hours per day
Walking: 0-1 hours per day
Stooping: 0-1 hours per day
Crawling: 0-1 hours per day
Kneeling: 0-1 hours per day
Bending: 0-1 hours per day
Reaching (above your head): 0-1 hours per day
Climbing: 0-1 hours per day
Grasping: 0-1 hours per day
Lifting Requirements: 0-15 lbs*: Frequently 16-50 lbs*: Occasionally 51-100 lbs: Never Over 100 lbs: Never
Carrying Requirements: 0-15 lbs*: Frequently 16-50 lbs*: Occasionally 51-100 lbs: Never Over 100 lbs: Never
Auditory/Visual Requirements: Close Vision: Continuously Distance Vision: Frequently Color Vision: Continuously Peripheral Vision: Occasionally Depth Perception: Occasionally Hearing: Continuously Pushing/Pulling Requirements: 0-15 lbs*: Occasionally 16-50 lbs*: Occasionally 51-100 lbs: Never Over 100 lbs: Never
Work Environment
Hotel Work is performed in a hotel/convention center environment with moderate exposure to outdoor temperatures and to dirt, sand and/or dust.
The working conditions will vary between moderately quiet to noisy volumes.
Team members may be asked to work in multiple hotel locations.
Working times will include irregular hours and on-call status including days, evenings, weekends, and holidays.
Team members must adhere to appearance guidelines as defined by Encore based on an individual hotel or a representation of hotels in that city or area.
Hourly Pay Range
$15.64 - $20.33