Customer Experience Coordinator - Gaylord National Resort & Convention Center, Washington, DC
On-siteOxon Hill, Maryland, United States
Job Summary
Acknowledge customers, resolve service problems, and build relationships to ensure a high-quality experience. Communicate billing information, resolve billing concerns, and prepare daily billing reports for reconciliation. Enter customer contact details and reconcile exhibit payments into the CRM and billing systems. Coordinate customer follow-up, support thank you messages, and accompany selling managers on pre-con and site visits. Act as a service liaison between customers, the Encore team, and venue partners while demonstrating knowledge of hotel and facility services. Work in a hotel/convention center environment with irregular hours, on-call status, and moderate physical demands including sitting, standing, and walking. Obtain Encore Service Level 100, 200, and 300 certifications within 90 days.
Required Qualifications
- High School Diploma
- Associate degree
- 1+ years of administrative, sales or hospitality experience
- Proficiency 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
- Ability to multi-task and work well under pressure
- Sitting: 6-8 hours per day
- Standing: 2-3 hours per day
- Walking: 0-1 hours per day
- 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
- 0-15 lbs*: Frequently
- 16-50 lbs*: Occasionally
- 51-100 lbs: Never
- Over 100 lbs: Never
- 0-15 lbs*: Frequently
- 16-50 lbs*: Occasionally
- 51-100 lbs: Never
- Over 100 lbs: Never
- Close Vision: Continuously
- Distance Vision: Frequently
- Color Vision: Continuously
- Peripheral Vision: Occasionally
- Depth Perception: Occasionally
- Hearing: Continuously
- 0-15 lbs*: Occasionally
- 16-50 lbs*: Occasionally
- 51-100 lbs: Never
- Over 100 lbs: Never
Desired Qualifications
- Associate degree is preferred
- 1+ years of administrative, sales or hospitality experience preferred
- Hospitality
- Ownership
- Instills Trust
- Safety Conscious
- Action Oriented
- Ability to Prioritize
- Communicates Effectively
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