Guest Services Coordinator
1 week ago
Position Title: Customer Service Specialist
Department: Guest Service
Location: Courtyard Elmhurst
Job Type: Full Time
Compensation: $15 - $17 per hour
Position Objective
The Guest Services Coordinator is accountable for delivering outstanding customer service and fostering positive relationships with guests. This role involves assisting patrons with their reservations, providing updates on booking statuses, offering information about hotel amenities, and distributing promotional materials. The Coordinator will efficiently address guest inquiries and concerns, or refer them to the appropriate department when necessary. This position also entails completing relevant documentation and performing various administrative tasks as needed.
This full-time role may require flexibility in scheduling, including day, evening, and weekend shifts. Our aim is to create memorable experiences for our guests, going beyond the traditional front desk duties. The Guest Services Coordinator will take initiative to ensure guests feel welcomed and supported throughout their stay, handling operational tasks, responding to requests, completing reports, delivering meals, and sharing local insights.
Success in this role hinges on several key factors: ensuring a safe work environment, adhering to company policies, maintaining confidentiality, safeguarding company assets, upholding quality standards, and presenting a professional appearance and demeanor.
Key Responsibilities
- Accurate Reservation Management: Responsible for receiving and processing customer reservations through various channels, ensuring accuracy in data entry and communication.
- Customer Service Excellence: Manage check-in and check-out processes, handle payments, and inform guests about credit policies while conducting customer satisfaction surveys.
- Professional Guest Relations: Address guest inquiries and concerns promptly, keeping them informed about company policies and maintaining a professional rapport.
- Collaboration with Team Members: Work closely with colleagues and management to ensure smooth operations and effective communication regarding guest services.
Performance Metrics
- Timeliness and accuracy in customer service delivery.
- Proper maintenance of records and files.
- Effective resolution of guest issues.
- Positive interactions with team members and management.
Qualifications
Education: High school diploma or equivalent.
Experience: Previous customer service and data entry experience preferred.
Skills: Strong communication and organizational skills, attention to detail, and proficiency in using office equipment and software.
Physical Requirements: Ability to stand for extended periods, perform repetitive motions, and lift objects weighing up to 10 lbs.
Work Environment: Standard office conditions with no hazardous conditions.
Benefits:
- Comprehensive health insurance
- Dental and vision coverage
- Paid time off and holidays
- Employee assistance programs
- Discounted hotel stays
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