Guest Experience Coordinator

Guest Experience Coordinator Department:

Guest Services /

Sales Reports To:

Director of Sales & Marketing and General Manager Location:

Heidel House Hotel & Conference Center -

Green Lake, WI Status:

Full-Time, Hourly About Heidel House Hotel & Conference Center Nestled on the shores of Green Lake, Heidel House Hotel & Conference Center is a full-service destination resort offering lakefront accommodations, multiple dining experiences, weddings, corporate retreats, golf partnerships, spa services, meeting and event spaces, and the Escapade Yacht experience. At Heidel House, hospitality is more than service—it is creating memorable experiences that keep guests returning year after year. Every interaction is an opportunity to exceed expectations and showcase everything our resort and community have to offer. Position Summary The Guest Experience Coordinator serves as the ambassador of the Heidel House experience, connecting guests with the resort's amenities, activities, events, and services while creating personalized and memorable stays. This highly visible hospitality role functions as a concierge, resort activities coordinator, cruise liaison, and guest experience specialist. The Guest Experience Coordinator helps guests discover and enjoy everything Heidel House has to offer—from dining reservations and special celebrations to golf outings, spa experiences, weddings, corporate retreats, and Escapade Cruises on Green Lake. Success in this position requires exceptional communication skills, strong organizational abilities, enthusiasm for hospitality, and a genuine passion for creating unforgettable guest experiences. Key ResponsibilitiesGuest Experience & Concierge Services Serve as a primary point of contact for guests seeking recommendations, assistance, and personalized experiences. Coordinate and assist with reservations and arrangements including: Dining experiences Spa services Golf tee times and golf packages Special celebrations and amenities Local attractions and activities Resort events and experiences Anticipate guest needs and identify opportunities to enhance their stay. Promote resort amenities, seasonal offerings, and special events. Create personalized experiences that encourage guest satisfaction, loyalty, and return visits. Escapade Cruise Coordination Coordinate reservations and guest communications for Escapade Cruises on Green Lake. Assist with planning and execution of: Public cruises Private charters Corporate outings Wedding-related cruises Specialty and seasonal cruise experiences Coordinate optional enhancements including catering, beverage service, entertainment, and guest requests. Maintain cruise manifests, reservation records, and guest communications. Collaborate with marina staff, captains, culinary teams, banquet operations, sales, and hotel leadership to ensure seamless execution. Corporate, Group & Wedding Hospitality Support Serve as a guest experience liaison for: Corporate groups and retreats Conferences and meetings Wedding couples and guests Bridal parties Leisure travelers Coordinate guest activities and experiences related to lodging, dining, events, golf, spa services, and lakefront activities. Partner with Sales, Banquets, Front Desk, Restaurants, Housekeeping, Maintenance, and Culinary teams to ensure exceptional service delivery. Support group arrivals, VIP guests, and special event experiences as assigned. Guest Relations & Service Excellence Deliver exceptional hospitality through in-person, phone, email, and digital communications. Build positive relationships with guests and create meaningful interactions. Address guest concerns promptly, professionally, and effectively. Assist in service recovery efforts to ensure guest satisfaction. Maintain a visible presence throughout the property and actively engage with guests. Encourage future bookings, referrals, and repeat visitation through outstanding service. Resort Activities & Event Support Promote and support on-property events, entertainment, seasonal programming, and guest activities. Assist with coordinating special resort experiences and guest engagement initiatives. Work collaboratively across departments to ensure guests are informed and engaged throughout their stay. Support resort activation efforts that enhance the overall guest experience. Technology & Administrative Responsibilities Utilize hospitality software and technology platforms including: Tripleseat Choice Hotels reservation systems POS systems Scheduling and reservation software Guest communication platforms Maintain accurate guest records, reservations, manifests, notes, and activity schedules. Process reservations and activity bookings accurately and efficiently. Learn and adapt to evolving hospitality technologies and operating systems. Required Qualifications High school diploma or equivalent required. Valid driver's license preferred. Strong hospitality mindset and commitment to guest service excellence. Excellent verbal and written communication skills. Professional appearance and demeanor. Strong organizational and multitasking abilities. Ability to remain calm and effective in a fast-paced environment. Basic computer proficiency and willingness to learn hospitality software systems. Ability to work independently and collaboratively with multiple departments.

Preferred Qualifications Previous experience in:

Hotel operations Concierge services Guest services Tourism and destination hospitality Event or wedding coordination Restaurant or resort operations Golf, marina, or recreational services Experience with hospitality reservation systems, CRM platforms, or event management software. Familiarity with Tripleseat, Choice Hotels systems, or similar hospitality platforms is preferred. Physical Requirements Ability to stand and walk for extended periods throughout the property. Ability to occasionally lift and carry up to 25 pounds. Ability to work indoors and outdoors in varying weather conditions. Ability to travel between various resort facilities and event locations. Schedule & Availability This position operates within a full-service resort environment and requires a flexible schedule that may include: Days, evenings, and weekends Holidays Special events Wedding and corporate group functions Seasonal fluctuations based on occupancy and guest demand What Success Looks Like A successful Guest Experience Coordinator is known throughout Heidel House as the person who makes things happen. Guests view this individual as knowledgeable, approachable, and genuinely invested in their experience. Through exceptional hospitality, attention to detail, and strong coordination across departments, this role helps create memorable stays that drive guest satisfaction, positive reviews, repeat business, and lasting connections to Heidel House. At Heidel House, we do more than provide accommodations—we create experiences. The Guest Experience Coordinator helps bring those experiences to life every day.

Pay:

From $20.00 per hour

Benefits:

Employee discount Flexible schedule Paid time off Referral program

Work Location:

In person