Guest Experience Coordinator

Written By Kirby Hopkins
PART TIME ROLE

The ReTreet Guest Experience Coordinator serves as the primary point of contact for guest communication before, during, and after their stay at ReTreet Resort. This role ensures every interaction—whether by phone, text, email, or in person—reflects ReTreet’s signature warmth, clarity, and hospitality.

The coordinator helps guests feel welcomed, informed, and cared for across every touchpoint. Acting as a bridge between guests and the operations team, the role supports smooth communication, prompt resolutions, and proactive attention to detail to ensure a seamless guest experience.

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Schedule

Total Weekly Hours: 20-24

Remote Hours

  • Monday–Friday

  • 9:00 AM – 12:00 PM (15 hours)

  • Primary duties include answering guest calls, managing online notifications, coordinating guest services, and following up with guests before and after their stay.


In-Person Hours

  • Friday: 3:00 PM – 6:15 PM (3+ hours)

  • Responsibilities include preparing the live check-in area and surrounding spaces for arrivals, assisting with check-ins, and interacting with guests on site.


Additional Coverage

  • On-call coverage two weekdays (Monday–Thursday) (2 hours)

  • On-call rotation every other weekend (Friday evening through Monday morning) (3 hours)


Core Responsibilities

Guest Communication & Coordination

  • Serve as the first point of contact for future and current guest inquiries via phone, email, and online booking platforms.

  • Manage inbound and outbound guest communication before, during, and after stays.

  • Coordinate personalized guest services such as upgrades, local recommendations, spa appointments, and special requests.

  • Maintain ReTreet’s communication standards across all guest channels.


Pre-Arrival & Guest Experience

  • Ensure guests receive accurate arrival instructions, property information, and preparation details.

  • Support special stays, events, and unique guest experiences.

  • Identify potential friction points in the guest journey and suggest improvements.


In-Person Guest Support

Fridays: 

  • Assist with live check-ins and welcome guests upon arrival.

  • Provide property tours and orientation to amenities.

  • Ensure guests are familiar with safety procedures and property features.

  • Provide ATV and golf cart safety instructions when required.

Property Readiness

  • Fridays: Prepare carts for guest use, ensuring they are clean, charged, and ready.

  • Ensure courtyard and pavilion areas are guest-ready and organized.

  • Maintain general organization and presentation of guest areas.


Post-Stay Guest Engagement

  • Follow up with guests via email, phone, or mail to thank them for their stay.

  • Gather feedback and encourage repeat visits.

  • Identify trends, FAQs, and guest insights to share with management.


Event Support upon request

  • Assist with event setup, guest coordination, and logistical needs 

  • Provide support for weddings, retreats, and group stays


Hostaway Booking Support

  • Update group booking financials, calendar restrictions, listing information, or rental agreements as needed.


Reporting

  • Write and send daily closing reports summarizing completed tasks, guest updates, and outstanding items.


Skills & Qualifications

  • Strong interpersonal and communication skills

  • Excellent organizational and multitasking abilities

  • Attention to detail and service standards

  • Ability to work independently during remote hours

  • Comfort using hospitality and communication software

  • Hospitality, tourism, or customer service experience preferred

Software & Tools

The role regularly uses the following platforms:

  • Hostaway – booking management (laptop/app)

  • Kwikset – smart lock management (app)

  • Grasshopper – phone system and guest communications (app)

  • Google Docs / Google Workspace (laptop/app)

  • Canva - signage updates (laptop)

  • ChatGPT – assistance with guest communications (laptop)

  • WhatsApp – communication with team (app)

  • Vagaro – spa scheduling and calendar reference (app)

  • Square – Tree Store invoicing and transactions (laptop)

Uniform Requirements:

  • Uniform tops are provided.

  • Bottoms should be black, with no rips or holes.

  • Closed-toe shoes are required.

  • Appearance must be clean and tidy.

Compensation:

  • Starting pay: $17/hour

Reporting

  • Reports to the General Manager

Kirby Hopkins
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