Encore Global
Customer Experience Coordinator - Hyatt Regency Lost Pines Resort & Spa
Encore Global, Cedar Creek, Nebraska, us, 68016
Position Overview
The Customer Experience Coordinator will act as liaison between Encore, venue, and customer. Provide customers with information and support in a professional and friendly manner while building relationships to ensure a high-quality experience. This position will report to Director, Event Technology. Key Job Responsibilities
Customer Contact
Acknowledge and interact with customers while maintaining a pleasant and professional image. Build relationships with customers to establish trust and open communication. Pro-actively identify potential issues and provide solutions to client’s concerns. Respond quickly to questions and requests and handle service problems politely and efficiently. Attend venue meetings as required. Billing
Communicate billing information to customers, resolve billing concerns and obtain signatures. Convey and enter billing changes and communicate billing challenges to appropriate Encore team members. Prepare billing reports daily and submit them to the venue for reconciliation. Data Entry
Enter customer contact information and details into CRM system. Enter and reconcile exhibit customer payments into the billing system. Customer Engagement
Accompany selling manager on PreCon and Site Visit meetings as needed. Coordinate customer follow-up and support thank‑you messages. Coordinate with hotel sales team for site visit attendance and support. Drive customer service excellence by engaging in multiple points of contact throughout the day. Act as a service liaison between customer, Encore team, and venue partners. Operational Support
Demonstrate knowledge of hotel and facility services. Coordinate and communicate any customer concerns with appropriate venue partner team for resolution. Job Qualifications
High School Diploma is required. Associate degree is preferred. 1+ years of administrative, sales or hospitality experience preferred. Proficiency with Microsoft 365 and web‑based applications. Strong written and oral communication skills. Strong organizational and interpersonal skills. Encore’s Service Level 100, 200 & 300 Certifications to be obtained within 90 days. Ability to multi‑task and work well under pressure. Competencies
Deliver World Class Service – Hospitality, Ownership, Instills Trust, Safety Conscious. Do The Right Thing – Action Oriented, Communicates Effectively. Drive Results – Ability to Prioritize, See The Big Picture, Value People. Physical Requirements
Sitting / Standing / Walking
Sitting: 6‑8 hours per day. Standing: 2‑3 hours per day. Walking: 0‑1 hours per day. Stooping / Crawling / Kneeling / Bending / Reaching / Climbing / Grasping
Stooping: 0‑1 hours per day. Crawling: 0‑1 hours per day. Kneeling: 0‑1 hours per day. Bending: 0‑1 hours per day. Reaching (above your head): 0‑1 hours per day. Climbing: 0‑1 hours per day. Grasping: 0‑1 hours per day. Lifting Requirements
0‑15 lbs: Frequently. 16‑50 lbs: Occasionally. 51‑100 lbs: Never. Over 100 lbs: Never. Carrying Requirements
0‑15 lbs: Frequently. 16‑50 lbs: Occasionally. 51‑100 lbs: Never. Over 100 lbs: Never. Auditory/Visual Requirements
Close Vision: Continuously. Distance Vision: Frequently. Color Vision: Continuously. Peripheral Vision: Occasionally. Depth Perception: Occasionally. Hearing: Continuously. Pushing / Pulling Requirements
0‑15 lbs: Occasionally. 16‑50 lbs: Occasionally. 51‑100 lbs: Never. Over 100 lbs: Never. Work Environment
Hotel – Work is performed in a hotel/convention center environment with moderate exposure to outdoor temperatures and to dirt, sand and/or dust. The working conditions will vary between moderately quiet to noisy volumes. Team members may be asked to work in multiple hotel locations. Working times will include irregular hours and on‑call status including days, evenings, weekends, and holidays. Team members must adhere to appearance guidelines as defined by Encore based on an individual hotel or a representation of hotels in that city or area. Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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The Customer Experience Coordinator will act as liaison between Encore, venue, and customer. Provide customers with information and support in a professional and friendly manner while building relationships to ensure a high-quality experience. This position will report to Director, Event Technology. Key Job Responsibilities
Customer Contact
Acknowledge and interact with customers while maintaining a pleasant and professional image. Build relationships with customers to establish trust and open communication. Pro-actively identify potential issues and provide solutions to client’s concerns. Respond quickly to questions and requests and handle service problems politely and efficiently. Attend venue meetings as required. Billing
Communicate billing information to customers, resolve billing concerns and obtain signatures. Convey and enter billing changes and communicate billing challenges to appropriate Encore team members. Prepare billing reports daily and submit them to the venue for reconciliation. Data Entry
Enter customer contact information and details into CRM system. Enter and reconcile exhibit customer payments into the billing system. Customer Engagement
Accompany selling manager on PreCon and Site Visit meetings as needed. Coordinate customer follow-up and support thank‑you messages. Coordinate with hotel sales team for site visit attendance and support. Drive customer service excellence by engaging in multiple points of contact throughout the day. Act as a service liaison between customer, Encore team, and venue partners. Operational Support
Demonstrate knowledge of hotel and facility services. Coordinate and communicate any customer concerns with appropriate venue partner team for resolution. Job Qualifications
High School Diploma is required. Associate degree is preferred. 1+ years of administrative, sales or hospitality experience preferred. Proficiency with Microsoft 365 and web‑based applications. Strong written and oral communication skills. Strong organizational and interpersonal skills. Encore’s Service Level 100, 200 & 300 Certifications to be obtained within 90 days. Ability to multi‑task and work well under pressure. Competencies
Deliver World Class Service – Hospitality, Ownership, Instills Trust, Safety Conscious. Do The Right Thing – Action Oriented, Communicates Effectively. Drive Results – Ability to Prioritize, See The Big Picture, Value People. Physical Requirements
Sitting / Standing / Walking
Sitting: 6‑8 hours per day. Standing: 2‑3 hours per day. Walking: 0‑1 hours per day. Stooping / Crawling / Kneeling / Bending / Reaching / Climbing / Grasping
Stooping: 0‑1 hours per day. Crawling: 0‑1 hours per day. Kneeling: 0‑1 hours per day. Bending: 0‑1 hours per day. Reaching (above your head): 0‑1 hours per day. Climbing: 0‑1 hours per day. Grasping: 0‑1 hours per day. Lifting Requirements
0‑15 lbs: Frequently. 16‑50 lbs: Occasionally. 51‑100 lbs: Never. Over 100 lbs: Never. Carrying Requirements
0‑15 lbs: Frequently. 16‑50 lbs: Occasionally. 51‑100 lbs: Never. Over 100 lbs: Never. Auditory/Visual Requirements
Close Vision: Continuously. Distance Vision: Frequently. Color Vision: Continuously. Peripheral Vision: Occasionally. Depth Perception: Occasionally. Hearing: Continuously. Pushing / Pulling Requirements
0‑15 lbs: Occasionally. 16‑50 lbs: Occasionally. 51‑100 lbs: Never. Over 100 lbs: Never. Work Environment
Hotel – Work is performed in a hotel/convention center environment with moderate exposure to outdoor temperatures and to dirt, sand and/or dust. The working conditions will vary between moderately quiet to noisy volumes. Team members may be asked to work in multiple hotel locations. Working times will include irregular hours and on‑call status including days, evenings, weekends, and holidays. Team members must adhere to appearance guidelines as defined by Encore based on an individual hotel or a representation of hotels in that city or area. Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
#J-18808-Ljbffr