Property About Us At Pyramid Global Hospitality, people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships. Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers. Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences. Check out this video for more information on our great company! #PGH-BMC Location Description Moments away from the rest of the world, but a world away from it all, Stonewall Resort is a truly unique lakeside destination for vacations, meetings, weddings, reunions, and romantic getaways. Our rustic yet elegant Adirondack-style lodge and spectacular cottage collection is perched alongside quiet lake waters and the Arnold Palmer Signature Golf Course, while surrounded by 1,900 picture-perfect, “Close to Nature” park acres. Overview The Guest Experience Coordinator is responsible for supporting sales, catering and conference planning managers and assisting customers as needed. Also interacts with other departments to ensure communication is clear to provide our customers with the best experience possible during their visit. REPORTS TO: Directly to the Director of Sales & Marketing POSITION SUMMARY: Provide support to the sales team, ensure customer needs are met, answer phones and assist with customer needs, run weekly/monthly/quarterly/annual for the team, conduct weekly reviews of report accuracy, assist team as needed with various tasks as directed by the Director of Sales and Marketing. ESSENTIAL FUNCTIONS: Provide planning and administrative support to the Sales Managers, Catering Sales Managers and Conference Planning Managers. Maintain a high level of confidentiality in regard to all resort matters. Attend weekly Staff, F&B, and Conference review, Group Audit meetings. Review and present key metrics at weekly meetings. Answer telephones and route phone calls to appropriate personnel or voice mail box. Create and maintain files for Catering and Sales Groups. Prioritize multiple tasks and projects for Catering Managers and Conference Planning Managers Utilize Microsoft Excel software to create and maintain spreadsheets. Utilize Microsoft Word software to create and maintain documents. Utilize Outlook software to create and maintain emails and appointments/meetings. Utilize Power Point software to create and update presentations. Utilize Delphi to create and maintain client and event information, to maintain database and create required documents. Utilize Maestro Front Desk System to monitor and create reservations for groups. Utilize Social Tables to create and maintain diagrams. Provide assistance in other job classifications as deemed necessary by the Sales Managers, Catering Sales Managers and Conference Planning Managers. Perform all duties in a professional manner and in accordance with company policies. Flexibility of work and varied schedule due to business levels and industry demand. Follow all safety procedures to ensure a safe working environment. Continued accumulation of computer upgrade knowledge. Knowledge of general hotel operating procedures and duties of each Department. Order customer requests based on Catering Sales Managers and/or Conference Planning Managers directive. Ensure client files are kept organized and current with all required information. Monitor and handle inquiry calls on a timely basis. Ensure that all incoming calls are answered within three rings with proper greetings and telephone etiquette. Foster and promote a cooperative working climate, maximizing productivity and employee morale. DATA COORDINATION Monitors and audits booking entry performed by sales, catering, and conference planning staff to ensure quality and accuracy; generates and monitors daily booking transaction reports to keep abreast of group business on the books. Ensures accurate updating of group room pickups and transient reservations, if any, into the database; monitors transient allocations established in the marketing plan and budget. Executes Benchmark established procedures for tracking and monitoring tentative business and reporting lost, cancelled and turndown business. Works closely with Benchmark’s Database Manager to monitor and audit the database of accounts, contacts, profiles, leads and activities to ensure that users adhere to minimum database standards. Works with Benchmark’s Database Manager to monitor and manage property’s data quality by running regular queries, as well as queries for market research and direct mailings as directed by Director of Sales and Marketing Works closely with database users and Benchmark’s Manager, Marketing Enterprise Services and Database Manager to promote and maintain database quality in all areas of the system, to ensure consistent use and consistent reporting. Maintains access levels for all New and Retired system users. Assists users’ property wide for all trouble shooting log-in and access level questions. Distribution of inbound group electronic leads from meeting broker and assigns to the appropriate sales manager. Daily filtering from various lead channels (meeting broker, CVENT, TBR Website) Catering lead assistance with inbound lead filtering, calls and messages for wedding/social leads. Maintains and updates plan values in Delphi MPE, to include: Transient Protect, Group Room Budget (Rooms and Rates), and Minimum Acceptable Rate (MAR) and Sales Goals by Sales Manager. Maintains quarterly updates and data entry into the Benchmark Sales Incentive Plan (INNCENTIVIZE). Coordinates the application of Word merge forms and provides support to sales, catering and conference planning administrative staff to ensure efficient utilization of merge documents. SALES & MARKETING REPORTS Prepares and distributes daily, weekly, monthly and quarterly sales and marketing reports to sales staff, directors, owners and the Home Office including: Group rooms bookings pace, bookings pattern summary, sales production, sales manager bookings activity, STAR lead generation, and lost business. Owner presentation reports. Produces reports and graphs for and coordinates the property’s annual Marketing Plan. Coordination and formulation of custom reports for various marketing, forecasting and operational purposes. Reports as requested by the Director of Sales and Marketing or Director of Sales, or other departments. Maintains folders for and master copies of Pace, Sales Production, STAR Lead reports. Keeps all system manuals and standard operating procedures up-to-date; contributes to the ongoing formulation of training and standard operating procedure manuals. Delphi Database Management Help users to access and understand new reporting guidelines. Delphi Maestro Interface Daily audits of interface Daily troubleshooting of non-linked business Monitoring and clean-up of Pick-up information that is sent from Maestro to Delphi Daily monitoring of Data Integrity of information sent from Delphi to Maestro Assistant to DOSM VIP Reservation Coordination (amenities, special arrangements) Expense Report preparation Sales and customer meeting coordination Meeting note taking and preparation of documents to be shared. Assist DOSM in organizing, preparing, and formatting Annual Sales and Marketing Plan Creation of reports (excel, word, power point) and documents as needed. Quarterly Incentive Calculation (Group Sales, Catering Sales and Leisure Sales) with the system INNCENTIVIZE Assist DOSM in organizing Sales and Marketing Team Meetings and Team Building Outings (including activity and meal reservations) OTHER RESPONSIBILTIES Participates in Benchmark’s Marketing Information Coordinators Forum, promoting ongoing communication among the group and sharing skills, ideas and solutions company-wide. Works closely with Benchmark’s Manager, Marketing Enterprise Services or Database Manager as needed to implement special company-wide projects and procedures. Fosters ongoing communication and good relationships with key vendor technicians and in-house and home office IT staff to ensure the most efficient and effective database support. Monitor and update Resort website inquiries and content as needed. (frequently) Monitor social media sites providing responses, updates and content as needed. (frequently) Manage and maintain client email database and work closely with key vendor technicians in this regard. (frequently) Provide Administrative Support to Sales Team as needed. (occasionally) Other responsibilities as directed by the Director of Sales & Marketing. Maintain a professional demeanor at all times and maintain work area in a professional, orderly manner. Present a positive company image through all phases of public and/or customer interaction. Interface positively with other departments, offering assistance when needed. ENVIRONMENT: Carpeted and hard floor, desk, mobile desk chair, well-lit office with good ventilation. Qualifications Skilled in Word, Excel, PowerPoint and Outlook required. Must be able to prioritize multiple tasks and be flexible to meet the changing needs of the Departments. College degree preferred - High school diploma required. Knowledge of a hotel structure and how all departments interact. A good understanding of Sales and Conference Planning procedures is helpful. Proficient in Computer use. Skilled at working with Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Microsoft Outlook. Must be able to analyze data and communicate effectively with peers and superiors in a positive manner. Ability to listen, speak and write English to ascertain and respond to vendor’s needs. Ability to work in a busy atmosphere, meet deadlines, and maintain excellent customer service. Ability to multi task. Ability to greet customers on the telephone and face-to face in a pleasant, welcoming manner.