Position Overview
Grand Oaks Resort is seeking a personable and detail-oriented Guest Journey Coordinator to deliver exceptional support throughout every stage of the guest experience. This fully remote position serves as a central point of contact for reservation inquiries, pre-arrival planning, guest communications, special requests, and post-stay follow-up. The Guest Journey Coordinator helps ensure every guest receives attentive, personalized service that reflects the resort’s commitment to memorable hospitality.
The ideal candidate enjoys helping people, excels at multitasking, and is passionate about creating seamless guest experiences through outstanding communication and organization.
Key Responsibilities
Guest Support
- Serve as the primary point of contact for guests via phone, email, chat, and other digital communication channels.
- Respond to inquiries regarding accommodations, amenities, resort activities, dining options, and local attractions.
- Provide accurate information about reservation policies, packages, and available services.
- Resolve routine guest concerns or coordinate with the appropriate departments for timely resolution.
Reservation & Stay Coordination
- Assist guests with reservation modifications, confirmations, cancellations, and special requests.
- Coordinate pre-arrival communications and provide helpful information before guests arrive.
- Maintain accurate reservation details and guest preferences within company systems.
- Support guest check-in preparation by ensuring reservation records are complete and up to date.
Guest Experience
- Build positive relationships through friendly, responsive, and personalized communication.
- Coordinate celebration requests, accessibility accommodations, and other guest preferences.
- Conduct post-stay follow-up communications to gather guest feedback and encourage future visits.
- Identify opportunities to enhance guest satisfaction and improve the overall guest experience.
Administrative Support
- Maintain guest records and communication logs within CRM and reservation systems.
- Prepare reports, correspondence, and administrative documentation.
- Perform data entry and update reservation information accurately.
- Assist with operational projects and hospitality initiatives as assigned.
Qualifications
Required
- High school diploma or equivalent.
- Minimum 1 year of experience in customer service, hospitality, travel, tourism, hotel operations, reservations, call center operations, office administration, or administrative support.
- Excellent verbal and written communication skills.
- Strong organizational and time-management abilities.
- Ability to work independently in a fully remote work environment.
- Proficiency with Microsoft Office, Google Workspace, and web-based business applications.
Preferred
- Associate's or Bachelor's degree in Hospitality Management, Business Administration, Tourism, Communications, or a related field.
- Experience working in a hotel, resort, travel agency, vacation rental company, or hospitality organization.
- Familiarity with reservation systems, CRM software, and customer relationship management platforms.
- Experience supporting guest services, reservations, or hospitality operations.
- Previous remote work experience.
Core Skills
- Guest relations
- Customer service
- Reservation coordination
- Communication
- Organization
- Administrative support
- Time management
- Problem-solving
- Data entry
- Attention to detail
Pay: $24.57 - $29.59 per hour
Benefits:
- 401(k)
- 401(k) matching
- Flexible schedule
- Health insurance
- Paid time off
- Professional development assistance
Work Location: Remote
