Guest Experience Coordinator

Guest Experience Coordinator

The Estate Yountville | Yountville, CA

Position Summary

The Guest Experience Coordinator supports the daily operations of the Guest Experience department by ensuring guest requests, VIP details, amenities, communications, and follow-up items are organized, accurate, and executed with care. This role is an important part of creating a seamless, thoughtful, and personalized guest journey before, during, and after each stay. The ideal candidate is warm, organized, detail-oriented, proactive, and passionate about hospitality. This person works closely with the Guest Experience Managers, Front Office, Concierge, Reservations, and MOD team to ensure every guest experience feels personal, polished, and well cared for.

Key Responsibilities

Guest Communication & Administrative Support

• Support the Guest Experience team with daily guest communication, administrative tasks, and operational follow-up. 
• Monitor and respond to guest requests through phone, email, text, ALICE, Opera, Revinate, or other applicable systems. 
• Assist with pre-arrival communication, special requests, guest preferences, and stay details. 
• Ensure guest notes, preferences, special occasions, and service requests are accurately documented in Opera and applicable systems. 
• Prepare and organize daily VIP lists, arrival notes, amenity requests, guest experience reports, and follow-up items. 
• Assist with post-stay follow-up, guest recovery communication, and internal documentation as needed. 

VIP, Amenities & Personalization

• Coordinate VIP amenities, welcome notes, special occasion details, and personalized touches. 
• Partner with Housekeeping, Food & Beverage, Spa, Concierge, and Front Office to ensure amenities are delivered accurately and on time. 
• Track amenity requests, approvals, costs, and delivery status. 
• Help identify opportunities to create thoughtful surprise-and-delight moments for guests. 
• Ensure VIP and repeat guest preferences are updated and communicated to the appropriate teams. 
• Support preparation for high-profile guests, special occasions, group VIPs, and ownership requests. 

Concierge & Guest Experience Support

• Assist with itinerary preparation, restaurant reservations, winery appointments, transportation requests, spa bookings, and local recommendations. 
• Maintain updated guest-facing materials, local guides, menus, winery information, transportation contacts, and experience collateral. 
• Support the Concierge and Guest Experience team with confirmations, follow-up calls, and written itineraries. 
• Help ensure guests are aware of Estate Yountville offerings, including Clementine, The Spa at Estate Yountville, Fox Bar, wine tastings, live music, bikes, house car service, wellness offerings, and resort amenities. 
• Communicate daily property happenings, events, and operational updates to the appropriate teams.