Event Customer Experience Coordinator- The Ritz Carlton Naples Beach Resort

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

• Customer Contact
• 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.
• Billing
• 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.
• Data Entry
• Enter customer contact information and details into CRM system.
• Enter and reconcile Exhibit customer payments into the billing system.
• Customer Engagement
• Accompany selling manager on PreCon and Site Visit meetings as needed.
• Cook up customer follow-up and support thank you messages.
• Cook 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.
• Operational Support
• Demonstrate knowledge of hotel and facility services.
• Cook up 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
• Ability to Prioritize
• Value People
• 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

$17.21 - $22.37