Guest Experience Coordinator

At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing excellent service and meaningful experiences.

Andaz Miami Beach is now recruiting a Guest Experience Coordinator to join the hotel’s opening team. An art-deco building and architectural landmark is home to the newest luxury lifestyle hotel located in the heart of Mid-beach. The property boasts 287 guestrooms including 64 breathtaking suites and the ONLY Ocean-view arrival experience in Miami Beach. The design features elements of texture, art, and pops of color that create a unique and captivating experience.

Each suite is designed with floor-to-ceiling windows, most with deep-soaking tubs, and cozy reading nooks. Guests can also enjoy private outdoor terraces with stunning views of the Atlantic and the Miami skyline. Unmatched amenities include a full-service spa, a well-equipped fitness center, a destination dining experience by José Andrés, two pools, and a Beach Club catering to the who’s who of Miami.

Spanning 25,000 square feet of innovative indoor and outdoor event space, Andaz Miami Beach will become a landing spot for guests and locals seeking celebratory gatherings that embrace the city's culture of music, art, and fashion.

The primary role of the Guest Experience Coordinator is to provide support to the Director VIP and Guest Experience. This individual will manage and cater to the specific needs and expectations of special and high-profile guests, including those who book high rates, specialty suites and any guest forwarded to the VIP Team for an enhanced stay experience, prior to arrival. The Guest Experience Coordinator will deliver exceptional and seamless service by anticipating guests’ preferences and coordinating with other departments to fulfill special requests.

• Initiate pre-arrival communication to all guests who have an email address on file to build rapport, gather preferences, and create personalized experiences.
• Anticipate and address guest needs before they arise; respond promptly and aim to exceed expectations.
• Keep detailed records of guest preferences, special requests and relevant information in Opera and Reserve.
• Collaborate with other departments to ensure a smooth execution of VIP requests.
• Coordinate special room requests and ensure that rooms are prepared to VIP standards.
• Organize and manage amenities for returning guests and those celebrating special occasions.
• Ensure extended stay guests receive exceptional care and tailored service through scheduled wellness checks.
• Address concerns from guests identified through ‘We Care’ program, responding quickly to service failures and escalating to the Director VIP and Guest Experience in a timely manner as needed.
• Effectively research VIPs and create VIP Alerts with relevant data to send to all staff prior to arrival.
• Maintain confidentiality regarding guest information and manage sensitive situations with tact.
• Prepare welcome letters for Hyatt Prive, AMEX and Chase bookings and schedule amenities; provide additional support by helping to prepare luxury travel reservations booked through the Consortia Program.
• Support the Director VIP and Guest Experience by checking upgrade eligibility for Hyatt Prive reservations, and emailing confirmation letters to travel agents within 24 hours of the booking being made.
• Fulfill concierge requests and promptly respond to inquiries sent to the concierge shared inbox on the Lead Concierge’s days off; assist on an as needed basis throughout the work week.
• Manage the cleanliness and upkeep of the house car and coordinate maintenance schedule with valet team.
• Monitor and respond to feedback across platforms such as HySat, Trip Advisor, Google, and others, leveraging insights to improve the guest experience.
• Review guest survey data, identify trends and opportunities, and communicate actionable items to relevant teams.
• Engage with guests who share positive feedback, nurturing loyalty through meaningful interactions.
• Follow up with guests after departure to ensure satisfaction and foster lasting relationships.
• Support…