Guest Experience & Operations Coordinator

Job Overview

Guest Experience & Operations Coordinator
Holiday Inn Resort – Rooms Division

Position Summary
At Holiday Inn, we believe great guest experiences are created through consistency, care, and connection. The Guest Experience & Operations Coordinator plays a critical role in delivering on this promise by serving as the central liaison between guests, resort departments, and digital guest engagement platforms.

This position coordinates guest requests, manages real-time service delivery, and supports operational execution across Front Office, Housekeeping, Engineering, Security, Bell Services, and Guest Services. The role also supports compliance with IHG Preventative Maintenance and IHG Deep Clean standards through accurate task tracking, reporting, and interdepartmental coordination.

Key Responsibilities
Guest Experience & Brand Delivery

• Respond to and manage guest requests received via Canary Technologies, Quore, phone, and direct guest interaction.
• Ensure all guest communications align with IHG Brand Service Behaviors and Holiday Inn brand standards.
• Coordinate and approve or deny requests such as early check-in, late check-out, room upgrades, amenities, and package add-ons based on availability and operational readiness.
• Proactively identify guest experience concerns and assist with service recovery efforts in partnership with leadership.

Digital Guest Engagement & Systems

• Utilize Canary Technologies to manage digital guest messaging, pre-arrival engagement, mobile requests, and upsell opportunities.
• Use Quoreto dispatch, track, and document guest requests, operational tasks, and service recovery actions.
• Maintain accurate guest notes, preferences, and service history in Opera PMS.
• Ensure all tasks are documented, updated, and closed within established service level expectations.

Interdepartmental Coordination

• Serve as the communication bridge between Front Desk, Housekeeping, Engineering, Security, Bell Stand, and Guest Services.
• Dispatch guest room and service needs to appropriate departments and follow up to ensure timely completion.
• Escalate high-impact or unresolved issues to department leadership or Manager on Duty when appropriate.

IHG Preventative Maintenance & Deep Clean Support

• Support tracking and documentation of IHG Preventative Maintenance (PM)tasks through Quore.
• Coordinate with Engineering and Housekeeping to ensure PM and room defect issues impacting guest experience are prioritized and resolved.
• Assist with IHG Deep Clean compliance by tracking tasks, coordinating room status changes, and ensuring documentation is audit-ready.
• Support leadership with basic reporting related to PM and Deep Clean completion and trends.

Reporting & Continuous Improvement

• Track and report on key operational and guest experience metrics, including response times, task completion, and service recovery activity.
• Identify trends and recurring issues and communicate insights to Rooms Division leadership.
• Support operational consistency during peak occupancy periods, group arrivals, and VIP stays.

Qualifications

• 2–4 years of hotel or resort experience in Guest Services, Front Office, Concierge, or Rooms Operations
• Working knowledge of Opera PMS required
• Experience with or ability to quickly learn Quore and Canary Technologies
• Strong written and verbal communication skills
• High attention to detail and documentation accuracy
• Ability to multitask, prioritize, and make sound decisions in a fast-paced environment
• Flexible schedule, including weekends and holidays

What we offer:
· Competitive pay
· Opportunities for growth and advancement
· Work in a beautiful, beachside location
· A supportive and friendly team environment
· Health, Dental & Vision Insurance
· Short-term and long-term disability
· Life insurance
· Sick days
· Paid vacation time
· World wide hotel discounts (IHG)

How to Apply
Interested candidates are encouraged to apply in person or submit their resume by responding through this ad. Join us and be part of a team dedicated to creating memorable guest experiences at one of Panama City Beach’s top resorts.

Holiday Inn Resort Panama City Beach is an Equal Opportunity Employer.