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Guest Services Coordinator
2 months ago
Job Overview
As a Guest Services Coordinator, you will play a vital role in welcoming and registering guests, ensuring they receive exceptional service throughout their stay, and efficiently managing their accounts upon departure. Your primary duties will include: welcoming guests, managing reservations, and performing hotel operator and concierge functions. You will provide attentive, courteous, and efficient service to all guests, maximizing room revenue and occupancy.
Key Responsibilities
Qualifications:
- High School diploma or equivalent is required; college coursework in a related field is advantageous.
- Previous experience in hospitality or a related field is preferred.
- Possess a positive and enthusiastic demeanor with a commitment to delivering outstanding customer service.
- Demonstrate strong multitasking abilities, attention to detail, and effective problem-solving skills to address both internal and external customer needs.
- Ability to communicate information and ideas clearly and effectively.
- Quickly and accurately evaluate and select among alternative courses of action.
- Thrive in high-pressure situations and manage stress effectively.
- Proficient in listening, understanding, and clarifying issues raised by guests and colleagues.
- Comfortable working with financial information and basic arithmetic functions.
- Ability to perform basic numerical operations such as counting, adding, subtracting, multiplying, and dividing.
- Capable of reading, comprehending, and writing simple instructions and correspondence.
- Utilize logic to define problems, gather information, establish facts, draw valid conclusions, and interpret information in unique situations.
- Operational knowledge of Microsoft Office Suite is required.
- Willingness to work a flexible schedule, including evenings, nights, weekends, and holidays.
- Understanding of hotel products and guest services.
- Ability to contribute to a positive work environment.
Responsibilities:
- Approach all interactions with guests and team members in a friendly, service-oriented manner.
- Maintain high standards of personal appearance and grooming, including wearing the appropriate uniform and name tag.
- Ensure regular attendance in compliance with company standards as required by scheduling.
- Adhere to company policies, standards, and regulations to promote safe and efficient hotel operations.
- Greet and welcome all guests at the Front Desk in accordance with company standards, maintaining a warm and friendly demeanor.
- Manage the operation of the telephone switchboard, ensuring all performance standards are met.
- Handle requests for information, mail, and messages in a courteous and efficient manner.
- Respond to guest inquiries regarding hotel services, facilities, and hours of operation.
- Provide information to guests about local attractions, dining options, and entertainment.
- Foster good communication and teamwork with fellow associates and other departments.
- Stay informed about rates, packages, special promotions, and in-house groups.
- Gather necessary information when processing room reservations and follow the established rate quoting procedures.
- Be knowledgeable about company policies and house rules, as well as hospitality terminology.
- Assist in emergency procedures as required.
- Conduct check-ins and check-outs in a friendly, efficient, and courteous manner.
- Fully understand and operate all relevant aspects of the Front Desk computer system.
- Ensure the logging and delivery of packages, mail, and messages to guests and meeting rooms.
- Use proper radio etiquette when communicating with other associates.
- Deliver guest items such as luggage, newspapers, messages, and amenities as requested.
- Maintain an up-to-date knowledge of property amenities, special events, and local attractions.
- Perform additional duties as assigned, which may include assisting coworkers in other areas and maintaining cleanliness and safety throughout the hotel.
Company Overview
Aimbridge Hospitality is a global leader in third-party hotel management, with a diverse portfolio of over 1,550 hotels across 50 states and 22 countries. Our associates are dedicated to providing exceptional service and achieving outstanding results, thriving in a culture that inspires excellence.
