Guest Experience Coordinator at TOURISTS Welcome – North Adams, Massachusetts

About TOURISTS Welcome

TOURISTS WELCOME is a hospitality development & management group based in North Adams, MA delivering memorable experiences by connecting guests with breathtaking nature, timeless leisure, local history, and art and music happenings.

In 2018, we opened TOURISTS, a 46-room flagship hotel modernizing the aesthetic of a classic American motor lodge. The land on which the hotel sits straddles the Hoosic River, revealing a network of walking trails, and forest clearings designed for year-round exploration guided by our on-site Art & Adventure team. In 2019, we opened our second project, The Airport Rooms, an on-site restaurant & cocktail lounge for hotel guests and the community to enjoy.

With an unquenchable interest in the natural history of the region and a goal of providing an economic engine for local employment, TOURISTS WELCOME continues to evolve in and outside of North Adams, with new projects coming soon.

About the role

The Guest Experience Coordinator contributes to the guest experience by possessing in-depth knowledge in a variety of any and all of the following: local activities, attractions, entertainment, health & wellness programming, local galleries, museums, brand-aligned businesses, vendors and venues as well as nearby travel opportunities and excursions . This role is responsible for overseeing the Art & Adventure program, including participating in the development of experiences for guests and locals, management of our activity reservation system, and working closely with and overseeing a team of hosts , both in-house and third-party contractors.

What you'll do

Guest Experience

• Sustain a robust Experience Program, cultivating new experiences while also maintaining and auditing offerings that have proven success
• Maintain Standard Operating Procedures (SOPs) for programming, reservations and bookings to ensure quality of service, regulatory compliance, and set standards
• Assist Front Desk and provide concierge-level service to guests including weekly updates.
• Take the lead on Art + Adventure booking platform (WAY) as well as program-related guest communication including pre-arrival emails and texting (Whistle)
• Research guests and conduct pre-arrival targeted sales communications
• Manage Art & Adventure Programs supply and equipment inventory and ordering, and ensure that all equipment is maintained in good, safe working condition
• Develop and execute event programming for hotel guests and locals
• Collaborate with GM and attend weekly scheduled meetings for ideation and check in.

Personal Performance Standards

• Maintain meeting notes
• Adhere to all standards of operations, policies and procedures, manuals, training material, memos and verbal instruction
• Create a respectful and safe work environment
• Maintain on-going professional development
• Maintain an increased awareness of safety issues throughout the property
• Keep abreast of safety and emergency procedures and OSHA requirements
• Fill in Front Desk shifts as needed

Qualifications

• College degree preferred. Two years of related experience in hospitality, service industry and/or activities programming.
• Ability to write routine reports and correspondence
• Ability to speak effectively before groups of co-workers and guests
• Proficiency in Microsoft Excel, Word and Email
• Ability to understand other computer programs (i.e. PMS and POS)
• The person in this position may have to lift up to fifty (50) pounds on a daily basis; anything over fifty (50) pounds is considered a minimum two (2) person lift
• The person having this position may have to sit for one (1) hour, stand and/or walk, push, kneel, bend, balance, squat, reach and stretch for eight (8) hours per day
• Extended time utilizing computer systems and screen time are expected in this position.