Best Western Hotels & Resorts

Customer Experience Program Coordinator

Best Western Hotels & Resorts

full-time

Posted on:

Location Type: Hybrid

Location: Phoenix • Arizona • United States

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Job Level

Junior

About the role

  • Coordinate new hotel onboarding and enrollment into CX platforms, ensuring accurate setup and timely activation.
  • Serve as a knowledgeable resource for hotels and internal teams globally regarding CX platform functionality, troubleshooting, and best practices.
  • Provide reporting, administrative support, and maintenance related to CX platforms.
  • Serve as the primary first point of contact for members and staff with system questions or support needs.
  • Identify trends in user needs and proactively develop resources, guides, and training materials.
  • Host webinars, conduct tutorials, and support onboarding for new users.
  • Collaborate with colleagues to improve processes, documentation, and internal knowledge resources.
  • Support continuous improvements by uncovering enhancement opportunities and create evidence‑based tests to measure effectiveness.

Requirements

  • 12–18 months of experience in customer experience, hotel operations, administrative support, technical support, or a related field.
  • Experience with the Medallia and/or Canary platforms preferred.
  • Beginner to intermediate proficiency with the Microsoft Office Suite.
  • Strong interpersonal and communication skills.
  • Ability to learn new systems quickly and explain technical concepts clearly.
  • Solid organizational skills and attention to detail.
  • Works under general supervision while following established processes and procedures.
  • Manages multiple priorities and completes tasks independently.
  • Maintains strong attention to detail by ensuring accuracy, completeness, and consistency.
  • Demonstrates adaptability and professionalism when handling challenging internal or external customer situations.
  • Provides timely and thorough follow-up on questions, tickets, and escalations.
  • Understanding of customer experience, customer service, or hotel operations.
  • Ability to clearly articulate the value of customer experience to business success.
  • Strong verbal and written communication skills.
  • Maintains professionalism and builds positive, productive relationships with colleagues and hotels at all levels.
  • Troubleshoots and resolves routine system issues efficiently.
  • Clearly articulates problems and escalates them according to established procedures.
Benefits
  • Medical/Dental/Vision available day one
  • Vacation/Sick- accruals start day one
  • Paid company holidays and personal holidays to celebrate what’s important to you
  • 401K - company contribution and match (U.S.)
  • Registered Retirement Savings Plan (RRSP) – company contribution and match (Canada)
  • Employee discounts/hotel discounts
  • Free financial and health wellness programs
  • Tuition Reimbursement
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer experiencehotel operationsadministrative supporttechnical supportreportingtroubleshootingprocess improvementsystem onboardingMicrosoft Office SuiteMedallia
Soft Skills
interpersonal skillscommunication skillsorganizational skillsattention to detailadaptabilityprofessionalismproblem-solvingindependencerelationship buildingtraining