Job Description

Grow with us...

Life at Starwood Hotels is based on a simple idea: the world is beautiful and we want to keep it that way. But we can’t do it alone. That’s why hiring thoughtful and inspiring Team Members and Leaders who understand that our people, collaboration, stellar service, and respect for nature are so important to us.

The VIP Services / Guest Relations Coordinator is responsible for delivering exceptional, personalized service to high-profile guests before arrival, during their stay, and post-departure. This role coordinates closely with Rooms, Housekeeping, In-Room Dining, Retail, and Leadership to ensure seamless operations, accurate amenity execution, and outstanding guest experiences for Redwood and Retreat Collection guests.

PRINCIPLE DUTIES AND RESPONSIBILITIES

Daily Operations & Pre-Shift Responsibilities

• Review previous day Pass On Log, Property Rally, Team Member Schedule, and Redwood Rally.
• Review overnight reports for VIP no-shows and coordinate with In-Room Dining (IRD) to retrieve amenities from rooms before 9:00 AM.
• Monitor VIP drop-ins for arriving and in-house guests with high rates; apply correct coding, enter notes, and arrange amenities as needed.
• Maintain and update the list of amenity cards requiring the General Manager’s signature; submit updates to Gloria.
• Lead or participate in AM Pre-Shift meetings, covering arrivals, departures, group information, property updates, and other pertinent operational details.

Guest Experience & Service (Throughout the Day)

• Monitor the VIP Services email inbox and ensure all guest communications are responded to within 24 hours.
• Assist VIP guests with all requests, including room preferences, activity planning, dining reservations, and special arrangements.
• Make reservations using SevenRooms and RTR as requested.
• Welcome R1, R2, and R3 guests upon arrival and escort them to their rooms.
• Coordinate with Housekeeping (HSKP) on room readiness and with IRD for timely amenity delivery.
• Communicate all room changes to relevant departments.
• Conduct room inspections for R1, R2, R3, and Retreat Collection accommodations.

Pre-Arrival & Planning

• Scrub Redwood reservations 3–5 days prior to arrival.
• Send pre-arrival emails to R1–R3 guests 30–45 days before arrival.
• Send pre-arrival KYC messages to R1–R3 guests arriving the next day who are missing ETA or required information in the HMS.
• Provide seamless pre-arrival and in-stay communication for Retreat Collection guests, offering 24/7 support throughout their visit.

Reporting, Logs & Systems

• Follow up on RW 1–3 Guest Relations (GR) Logs and recovery cases; update logs as resolved.
• Run Tableau reports and update guest preferences accordingly.
• Enter amenities for next-day arrivals and run the IAR report to verify accuracy and avoid duplicates.
• By 4:00 PM daily, distribute:
  • Final next-day Redwood Rally
  • Redwood Room Plan (noting early arrivals)
  • Next-day IAR reports for Housekeeping and Amenities
• Track amenity costs by reviewing COMP tickets from IRD and Retail, ensuring accurate charges, no duplication, and confirmed delivery.
• Prepare and submit the previous month’s Amenity Report to the Director of Operations and Guest Relations Managers at the beginning of each month.

Inventory & Amenity Management

• Check amenity inventory levels and submit replenishment requests to Retail (Kimberly) as needed.
• Prepare amenities for guides, ensuring all items are stocked and ready.
• Coordinate amenity execution to ensure accuracy, timeliness, and guest satisfaction.

Administrative & Office Responsibilities

• Maintain a clean and organized office environment.
• Restock supplies as needed.
• Ensure lights and equipment are turned off at the end of the day.

REPORTING RELATIONSHIPS

Reports to the Assistant Director of Guest Relations.

QUALIFICATIONS & SKILLS

REQUIRED:

• Strong organizational and time-management skills with attention to detail.
• Exceptional guest service and communication abilities.
• Ability to multitask in a fast-paced, luxury hospitality environment.
• Strong cross-departmental coordination and problem-solving skills.
• Professional demeanor with discretion and confidentiality.
• High school diploma or equivalent certification.

PREFERRED:

• Proficiency with hospitality systems (HMS, SevenRooms, RTR, Tableau).

Starwood Hotels is an Equal Opportunity Employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non-discrimination on any protected basis covered under applicable law. If you require any special accommodation, please visit People Operations.

About us...

As a mission-driven company, our purpose is our true north, and our compass guides the way. The purpose we live by impacts the lives of our team members, drives the experiences for our guests, builds community with like-minded travelers and takes care of the planet we live in. Founded in 2006 by Barry Sternlicht, Starwood Hotels is a luxury hotel brand management company and affiliate of global private investment firm Starwood Capital Group.

$31.00 Per Hour

Starwood Hotels is an Equal Opportunity Employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non-discrimination on any protected basis covered under applicable law. If you require any special accommodations, please visit People Operations.