GUEST EXPERIENCE SPECIALIST - REDMOND, WA

About the role

The Guest Experience Specialist ensures the smooth operation of the Experience Center by overseeing daily maintenance, coordinating projects, and maintaining clean, organized, and well-stocked customer-facing areas. This role involves managing facility inquiries, tracking inventory, supporting operational projects, and ensuring timely responses to service requests.

Responsibilities

• Monitor the Facility Experience inbox to ensure timely responses to inquiries and requests, and escalate matters to the Guest Experience Lead, internal teams, and external vendors as needed.
• Conduct daily walkthroughs of customer-facing areas to ensure cleanliness, organization, proper stocking, and adherence to the outlined standards in preparation for customer arrival.
• Set up and break down rooms according to specifications (e.g. name cards, flags, pads & pens).
• Manage the lost and found process by securing, emailing, and tracking all items found, as well as coordinating with Security for pick up when necessary.
• Escort vendors during facility projects, ensuring they follow EC One guidelines and proper check-in procedures.
• Communicate with internal teams to address any last-minute changes or requests, ensuring all areas are prepared as required.
• Arrange non-standard support, cleaning, or maintenance needed to address facility-specific requirements.
• Coordinate, Submit and track facility service requests and work with internal teams and external vendors on repairs.
• Support the badge access process ensuring temporary badges are issued, tracked, deactivated, and audited as needed.
• Assist with facility-related projects by tracking progress, providing updates, and sharing relevant metrics with the Guest Experience Lead
• Monitor and track facility supplies and amenities, ensuring adequate stock levels and supporting purchases when needed.
• Maintain all storage areas to ensure they are consistently organized, secured, and kept in compliance with building codes and fire safety regulations, including proper clearance and access.
• Assist the Facility Experience Lead in ensuring facility safety, including assisting in emergency situations and maintaining emergency supplies.
• Contribute to the development and implementation of operational processes and procedures.
• Document, organize, and maintain essential information and resources in OneNote, Teams sites, and SharePoint.
• Escalate issues appropriately through proper administrative channels to ensure prompt resolution.
• Build and maintain strong relationships with clients, internal teams, and external vendors as needed.
• Perform additional duties as assigned.

Qualifications

• Bachelor’s degree preferred.
• Hospitality experience preferred.
• Ability to think quickly and accurately, demonstrating initiative and sound judgment.
• Highly proficient in MS Office (Outlook, Word, Excel, PowerPoint, etc.).
• Strong interpersonal and customer service skills.
• Ability to interact with all levels of business clients.
• Excellent verbal and written communication skills.
• Comfortable communicating with a global community, including various cultures and languages.
• Must be process-oriented yet flexible.
• Self-motivated, adaptable, and capable of working independently while following guidelines.

Work Environment

Global / World Class Executive Level Guests Business Professional High Discretion Limited Access Rapid Evolution and Change

Benefits

• Medical
• Dental
• Vision
• Life Insurance/ AD
• Disability Insurance
• Retirement Plan
• Paid Time Off
• Holiday Time Off (varies by site/state)
• Associate Shopping Program
• Health and Wellness Programs
• Discount Marketplace
• Identity Theft Protection
• Pet Insurance
• Commuter Benefits
• Employee Assistance Program
• Flexible Spending Accounts (FSAs)
• Paid Parental Leave
• Personal Leave

Pay

Salary: $82,000 - $85,000 / year, Pay Grade: 13