Guest Experience Coordinator (On Call/Casual)

About the role

The Guest Experience Coordinator provides proactive, professional service to spa guests at Hamilton Princess & Beach Club. Working on an on‑call, casual basis, you will be the first point of contact for visitors, handling bookings, tours and guest inquiries while ensuring a memorable experience in line with Fairmont standards.

Key responsibilities

• Greet incoming guests, answer phone calls and respond to online booking requests promptly.
• Schedule spa therapies and class appointments, monitor wait‑lists and optimise availability.
• Conduct spa tours for new guests and promote membership, therapies, classes and boutique products.
• Generate sales through up‑selling of services and products.
• Log guest requests, resolve concerns quickly and follow proper documentation procedures.
• Confirm payment methods at check‑in and ensure full payment at checkout.
• Prepare and distribute daily reports to relevant departments.
• Secure cash bank, balance daily transactions and maintain accurate accounting records.
• Adhere to corporate, departmental and health‑and‑safety policies, including epidemic protocols.
• Participate in hotel committees, special projects, events and promotions.

Required profile

• Strong customer‑service orientation with a friendly, engaging demeanor.
• Ability to work flexibly on an on‑call, casual schedule.
• Excellent communication skills, both verbal and written.
• Attention to detail and accuracy in cash handling and reporting.
• Team player who collaborates effectively with colleagues across departments.

Required skills