At Montage International, we are doing something different, something exciting and it takes passionate people to bring our vision to life. We have built a culture that leads with the important notion we live by every day; do what you love. If this resonates with you, we look forward to receiving your application.
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Position Title
Guest Communications Coordinator (Alice Platform)
Department
Information Technology / Operations
Reports To
Director of Front Office (or designated manager)
SUMMARY
The Guest Communications Coordinator is responsible for managing and coordinating all guest communications through the Alice platform, serving as the primary point of oversight for digital guest interactions. This role ensures guest requests and inquiries are acknowledged promptly, routed efficiently, and resolved accurately while maintaining the resort’s luxury service standards. Acting as a central liaison between guests and resort departments, the Coordinator delivers timely, personalized, and proactive communication, ensuring a seamless and exceptional experience before, during, and after each guest stay.
ESSENTIAL FUNCTIONS
Essential functions of the Guest Communications Coordinator will include; although not be limited to:
Guest Communication Management
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Monitor the Alice platform continuously during assigned shifts.
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Respond promptly, professionally, and courteously to guest inquiries and requests.
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Ensure all guest communications reflect the resort's luxury service standards and brand voice.
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Maintain accurate and detailed communication records within the Alice platform.
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Prioritize and triage guest requests based on urgency, service impact, and operational requirements.
Coordination and Follow-Up
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Route guest requests to the appropriate departments, including Front Office, Housekeeping, Engineering, Concierge, Spa, Food & Beverage, Recreation, Transportation, and other operational teams.
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Monitor the progress of open requests and ensure timely completion.
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Follow up with guests to confirm satisfaction and resolution of requests.
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Escalate urgent guest concerns or service recovery opportunities to management when necessary.
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Coordinate communication between departments to ensure seamless execution of guest requests.
Guest Service Support
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Assist guests with transportation arrangements, dining reservations, spa bookings, activity inquiries, and resort information.
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Support pre-arrival, in-house, and post-stay guest communication initiatives.
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Provide personalized recommendations and information that enhance the guest experience.
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Identify opportunities to exceed guest expectations through proactive service and communication.
Quality Assurance and Reporting
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Monitor response times and service completion metrics within the Alice platform.
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Identify trends, recurring guest requests, and service opportunities.
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Assist leadership in maintaining communication standards and best practices.
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Generate reports and provide feedback on communication volume, guest engagement, and service performance.
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Support ongoing process improvements to enhance operational efficiency and guest satisfaction.
QUALIFICATIONS
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High school diploma or equivalent required.
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Associate's or Bachelor's degree in Hospitality Management, Business, Communications, or a related field preferred.
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Minimum of 1-2 years of experience in hospitality, guest services, front office operations, concierge services, or customer service.
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Experience working in a luxury hotel or resort environment preferred.
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Experience using Alice or similar guest communication platforms is highly desirable.
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Exceptional verbal and written communication skills.
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Strong customer service and interpersonal skills.
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Ability to multitask and prioritize in a fast-paced environment.
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Strong organizational and follow-through skills.
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Ability to maintain professionalism and composure under pressure.
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Detail-oriented with a high degree of accuracy.
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Proficiency in Microsoft Office applications and hospitality technology platforms.
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Ability to work independently while collaborating effectively with multiple departments.
PHYSICAL REQUIREMENTS
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Ability to sit, stand, and use a computer for extended periods.
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Ability to communicate effectively via phone, email, and messaging platforms.
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Ability to occasionally walk the resort to coordinate guest requests and service delivery.
In the United States we are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
