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Lead Guest Services Coordinator

2 months ago

Oak Grove, Kentucky, United States WKY Development LLC Oak Grove Full time
Position Overview

ROLE SUMMARY

The characteristics of the work environment described here are representative of those a Team Member may encounter while executing the essential functions of this role, with or without reasonable accommodations. This outline of duties and responsibilities is not exhaustive but serves as a general illustration. It may be expanded to include additional tasks deemed necessary.

  • Welcomes, registers, and allocates accommodations to hotel patrons. Distributes room keys to guests.
  • Confirms guest identification and determines payment methods for the stay.
  • Maintains records of room availability and guest accounts using computerized systems.
  • Calculates bills and processes payments.
  • Handles and verifies reservations.
  • Utilizes customer management systems to facilitate marketing offers and reservations.
  • Responds to PBX calls and directs them to the appropriate extensions.
  • Provides information regarding hotel amenities, shopping, dining, entertainment, and other activities associated with the hotel and entertainment complex.
  • Informs housekeeping staff when rooms are vacated and ready for cleaning.
  • Contacts housekeeping or maintenance teams when guests report issues.
  • Performs basic bookkeeping tasks, such as reconciling cash accounts.
  • Assists the Hotel Manager in developing and implementing effective organizational strategies for front office operations, ensuring optimal guest service and satisfaction.
  • Supports the management of room inventory to achieve maximum occupancy and average daily rates.
  • Guides and assists front office and guest amenity area staff in their daily responsibilities during assigned shifts.
  • Monitors room blocks in the hotel system to ensure proper handling.
  • Trains and directs the workflow and processes of the front desk team. Addresses issues, provides coaching, and counsels team members to ensure quality operations.
  • Resolves guest concerns, complaints, and issues promptly and efficiently to maintain high levels of customer satisfaction and service quality.
  • Performs other duties as assigned.

PERFORMANCE STANDARDS

  • Ability to uphold high levels of confidentiality and integrity.
  • Foster positive interpersonal relationships among all Team Members and the public.
  • Exhibit excellent verbal and written communication skills.
  • Willingness to take overall responsibility for the performance of the role.
  • Detail-oriented with a professional demeanor, strong organizational and time management skills, and a customer-focused approach.
  • Availability to work as needed, including weekends, holidays, and evenings.
  • Engages on the floor 90% of the time with a hands-on approach to guest service.
  • Self-motivated with a keen attention to detail.

EDUCATION, TRAINING, AND EXPERIENCE

  • High School Diploma or equivalent is required.
  • Understanding of principles and processes for delivering customer service.
  • Able to obtain and maintain a valid gaming/racing license as required.

PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. While executing the duties of this position, the employee is frequently required to sit or stand; walk; use hands to manipulate objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and communicate verbally. The employee may also be required to lift, push, and pull up to 25 lbs. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. The noise level in the work environment is typically moderate to loud, and the employee is expected to circulate throughout the assigned areas, actively observing operations.