Guest Services Coordinator

2 weeks ago

Boston, Massachusetts, United States Olshan Properties Full time
Job Overview

Position Summary

We are seeking a dedicated Guest Services Coordinator to oversee all front desk activities and serve as a primary point of contact for our guests and partners. Success in this role requires a commitment to professionalism, exceptional communication abilities, and the capacity to thrive in a dynamic environment.

Key Responsibilities

  • Facilitate guest check-in procedures efficiently and courteously, adhering to Olshan Properties standards: welcoming guests with a smile, confirming reservations, assigning rooms and keys, processing payments, and informing guests about hotel amenities.
  • Handle check-out processes with professionalism: engage with guests about their stay, make necessary adjustments, process payments, retrieve room keys, and ensure a warm farewell. Maintain training and coaching on service standards.
  • Complete daily operational checklists, ensuring effective communication between shifts. Distribute messages, mail, and faxes to guests. Manage reservations for various services while prioritizing hotel offerings.
  • Greet guests warmly and proactively address any concerns, employing effective solutions and maintaining the 15-5 Rule by using guests' names.
  • Utilize HOTSOS to promptly address guest requests.
  • Adhere to cash handling protocols as per Olshan Properties guidelines, ensuring accountability for all funds received.
  • Promote hotel services to enhance revenue opportunities.
  • Ensure all informational displays are organized and stocked. Maintain cleanliness and supply levels in the business center, assisting guests as needed.
  • Process payments in accordance with established hotel procedures.
  • Provide comprehensive assistance and information to guests and vendors.
  • Prepare necessary reports for management during each shift.
  • Safeguard guest confidentiality and security in all front desk communications.
  • Answer incoming calls with professionalism, relaying messages and information as required, while adhering to security protocols.
  • Handle in-house calls with courtesy, recording special requests and coordinating with relevant departments for follow-up.
  • Accurately transcribe messages and verify details with guests, ensuring clarity and correctness.
  • Respond to basic inquiries regarding time, extension numbers, and outlet hours.
  • Act as a liaison for security and property operations, providing timely updates in response to emergencies and guest needs.
  • Record and manage wake-up call requests efficiently.

Qualifications

The ideal candidate should possess the following skills and attributes:

  • Professional appearance and demeanor.
  • Excellent communication skills, both with guests and team members.
  • Ability to navigate a complex telephone system and demonstrate basic computer proficiency.
  • Quick decision-making skills in emergency situations.
  • Capability to maintain focus in a high-pressure environment.
  • Physical stamina to stand, walk, and sit for extended periods.
  • Ability to perform tasks in confined spaces and manage physical demands.
  • Proficient in English communication, both verbally and in writing.
  • Strong mathematical skills for managing guest charges and adjustments.
  • Knowledge of local attractions and the ability to assist with reservations.
  • Detail-oriented with a commitment to timely task completion.
  • Willingness to become certified in OnQ and First Aid/CPR.
  • Ability to remain composed in challenging situations, demonstrating patience and diplomacy.
  • Capacity to meet deadlines while maintaining high-quality work standards.
  • Familiarity with the local area to assist guests effectively.

Education and Experience

  • High School diploma or equivalent preferred.
  • Minimum of 6 months experience in customer service; hotel front desk experience is a plus.
  • Prior experience with cash handling and Hilton systems is advantageous.

Grooming Standards

All team members are expected to maintain a neat and professional appearance in accordance with Olshan Properties guidelines.

Additional Information

Fluency in additional languages is preferred. This role requires the ability to effectively engage with diverse customers, some of whom may require high levels of patience and tact.

This job description is not exhaustive and may include other duties as assigned.

At Olshan Properties, we value diversity and provide equal opportunities to all employees and applicants without discrimination based on age, race, religion, gender, sexual orientation, national origin, disability, veteran status, or genetics. We are committed to maintaining a drug-free workplace.

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