Job Description

Job Location NC The Umstead Hotel and Spa - Cary, NC 27513

The Executive Assistant/Guest Relations Coordinator supports the managing director with office-management duties and informs all departments of VIP arrivals, special needs, requests and/or preferences. He/she oversees all complimentary amenity traces in Opera PMS and monitors comments and profile notes in the Reservations system, to ensure a proactive execution in quality guest service. This individual is responsible for the VIP Amenity program which includes updates to food and beverage options for repeat guests, the purchase of milestone gifts and maintenance of gift inventory. The Executive Assistant/Guest Relations Coordinator assists with guest issues and helps orchestrate recovery measures to accomplish guest satisfaction.

Qualifications

• Coordinate daily schedules and meetings as required
• Support the managing director to include taking phone calls, and calendar management
• Compile data and prepare documents for Power Point presentations, etc.
• Responsible for travel arrangements and expense reports
• Establish systems of organization within the office
• Maturity to ensure security and confidentiality of the office, staff and guests
• Excellent communication (both written and verbal)
• Organizational skills and attention to detail
• Strong interpersonal skills

Guest Relations Requirements:

• Proficient knowledge of all hotel features and information
• Coordinates VIP arrivals and amenities and notifies needs with all applicable departments
• Ability to promote positive external relationships and remain calm when handling after stay guest concerns
• Ability to review, analyze and present Medallia data and establish defined training for service improvement
• Well versed in Microsoft Office, OPERA, Gold Key/ Concierge, Open Table and SpaSoft also beneficial.

Leadership:

The Executive Assistant/Guest Relations Coordinator must demonstrate The Umstead Vision and Values and lead by example.

Additional Information for Success:

• Business attire and well groomed at all times
• Clear and distinct verbal pronunciation
• Professional Written Communication

Qualifications:

• Four-year college degree, preferred
• Three years luxury hotel experience