Guest Service Coordinator - Front Office

Description

Utilizing various operational systems, the Guest Service Coordinator will directly communicate with guests for pre arrival planning, amenity requests, as well as providing service items during their stay, and any post stay follow up needs. The Guest Service Coordinator will be an integral part of managing room inventory and preparing the house for leisure and group arrivals. Additionally, the Guest Service Coordinator with assist with new package implementation and process reviews related to the front desk and guest service areas.

Essential Functions:

1. Ensure high quality and consistency of guest service as per Hotel’s standards
2. Communicate with guests before, during and after their stay, using a variety of operating systems
3. Keep accurate records of guest information and requests
4. Ensure inventory management is consistently monitored
5. Follow proper procedural policies and procedures
6. Ensure cleanliness of work areas, by following health and safety policies
7. Provide assistance to front desk and guest service attendants
8. Accommodate general and unique requests
9. Diffuse conflict or tense situations with guests and team members
10. Perform all other reasonable duties as needed

Required and Preferred Education and Experience:

• Required: High school graduate
• Preferred: College experience with Hospitality exposure

Qualifications:

• Must be available to work weekends and a mix of day and evening shifts.
• Excellent oral and written communication skills, comfortable with public contact, and strong organizational skills
• Ability to (1) work with co-workers and the public with tact and courtesy; (2) work well under pressure; (3) react quickly to changing priorities
• Strong skills in handling guests' complaints, must be able to maintain confidentiality
• Prior public contact experience
• Proficiency with computers (Internet, email, spreadsheets, etc.); Word and PowerPoint skills helpful
• Ability to work independently; demonstrated dependability, punctuality, and efficiency
• Standards: Maintain a positive, enthusiastic outlook; smile and greet guests both physically and verbally