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Guest Services Coordinator

2 months ago

Santa Cruz, California, United States Santa Cruz Seaside Full time

POSITION SUMMARY:
We are seeking a dedicated individual for the evening shift from 3pm to 11pm.

This role is essential for overseeing the Main Lobby, Reception Desk, Breakfast Lounge, and ensuring the overall safety and security of the property. The individual will interact directly with guests for check-in and check-out processes, address inquiries, manage reservations, and gather guest feedback. Responsibilities also include maintaining cleanliness in the front office, kitchen, lounge, and restrooms.

KEY JOB REQUIREMENTS:

Basic skills in mathematics, computer operations, and clerical tasks are necessary, along with the ability to multitask in a friendly, positive, and professional manner. Availability to work on weekends and holidays is required, along with adherence to company grooming standards.



PRIMARY RESPONSIBILITIES:

  • Welcome and assist guests upon arrival.
  • Perform cash drawer counts at the start and end of each shift.
  • Register guests and allocate appropriate rooms.
  • Process payments for accommodations and additional charges through cash and card transactions.
  • Input guest and payment details into a computerized database.
  • Manage multiline phone calls and take precise notes.
  • Handle reservations over the phone as needed.
  • Support guests with online reservation inquiries.
  • Coordinate with maintenance staff for any necessary repairs.
  • Prepare and set up food and beverages for continental breakfast and other amenities.
  • Ensure adequate supplies of food, coffee, utensils, and office materials.
  • Conduct cleaning tasks including mopping, vacuuming, trash removal, and surface sanitation in the office, lounge, lobby, and kitchen.
  • Perform additional duties as assigned.

INTERNAL RELATIONSHIPS:

Engage with the Director of Lodging Operations, Front Desk Supervisor, Housekeeping staff, Guest Service Representatives, Wardrobe Department, Security Department, and may interact with employees across all levels of the organization.


EXTERNAL RELATIONSHIPS:
Frequent interaction with guests.

TRAINING AND EXPERIENCE:
Experience in cash handling, hotel/motel front desk operations, customer service, and/or computer proficiency is preferred.

SKILLS AND ABILITIES:

  • Ability to greet the public warmly and professionally.
  • Capacity to remain alert and attentive during shifts.
  • Proficiency in resolving issues and complaints using sound judgment and common sense.
  • Quick learner of clerical procedures with a focus on accuracy.
  • Capability to operate a multiline telephone system, perform light typing, and use a 10-key calculator.
  • Ability to identify and report any unusual or suspicious activities.
  • Competence in data entry and retrieval using a computer.
  • Skill in balancing audits against payments electronically.
  • Ability to work independently as well as collaboratively within a team.

PHYSICAL REQUIREMENTS:

  • Must be able to stand for extended periods.
  • Ability to work in confined spaces.
  • Capability to lift, drag, or pull weights up to 50 lbs.
  • Ability to hear conversations clearly in person and over the phone.
  • Proficiency in reading and interpreting documents.

SCREENING:
Criminal Background Check

Drug Testing

Physical Examination

REPORTS TO:
Front Desk Supervisor