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Guest Services Coordinator

2 months ago

Danvers, Massachusetts, United States Aimbridge Hospitality Full time
Job Summary

The Front Desk Supervisor is responsible for assisting the Front Desk Manager and/or General Manager while providing attentive, courteous, and efficient service to all guests prior to arrival and throughout their stay. He/she is also responsible for maximizing room revenue and occupancy.

Responsibilities
  • QUALIFICATIONS:
    • At least 2 to 3 years of progressive experience in a hotel or a related field required. High School diploma or equivalent required.
    • College course work in related field helpful.
    • Previous supervisory responsibility preferred.
    • Must have a valid driver's license for the applicable state.
    • Must be able to convey information and ideas clearly.
    • Must be able to evaluate and select among alternative courses of action quickly and accurately.
    • Must be able to work well in stressful, high-pressure situations, including the ability to handle guest objections and disputes to satisfactory results.
    • Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity.
    • Must maintain composure and objectivity under pressure.
    • Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
    • Must have the ability to assimilate complex information, data, etc. from disparate sources and consider, adjust, or modify to meet the constraints of the particular need.
    • Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
    • Must be able to work with and understand financial information and data and basic arithmetic functions.
  • Responsibilities:
    • Approach all encounters with guests and associates in a friendly, service-oriented manner.
    • Maintain regular attendance in compliance with Aimbridge Hospitality standards as required by scheduling, which will vary according to the needs of the hotel.
    • Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working.
    • Comply at all times with Aimbridge Hospitality standards and regulations to encourage safe and efficient hotel operations.
    • Maintain a friendly and warm demeanor at all times.
    • Set the standard for guest relations at the Front Desk.
    • Obtain all necessary information when taking room reservations.
    • Monitor all V.I.P. and special guest requests.
    • Review Front Office log and Trace File daily.
    • Fully comprehend and execute all relevant phases of the front desk computer system.
    • Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
    • Be aware of all rates, packages, and promotions currently underway.
    • Be familiar with all in-house groups.
    • Be aware of all closed-out and restricted dates.
    • Follow and enforce all Aimbridge Hospitality hotel credit policies.
    • Be able to perform all duties of Front Desk Agent.
    • Be able to complete and ensure that a proper bucket check, room rate verification report, and housekeeping report have been accurately done and filed.
    • Maintain proper operation of the P.B.X. console and ensure that all Aimbridge Hospitality standards are met.
    • Establish and maintain good communications and teamwork with fellow associates and other departments within the hotel (set example for other associates, be the team leader).
    • Assist the G.S.M. in ensuring that associates are following and maintaining Aimbridge Hospitality standards (i.e., answering phones, call-backs to guests, guest request log).
    • Have knowledge of and assist in all emergency procedures as required.
    • Oversee and ensure that all guests are checked in/out in a friendly, efficient, and courteous manner.
    • Be able to perform complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.
    • Ensure that associates are at all times attentive, friendly, helpful, and courteous to all guests, managers, and all other associates.
    • Ensure the maximization of room revenue through Rooms Merchandising.
    • Answer all guest inquiries in a timely and professional nature.
    • Be involved in departmental meeting planning and execution.
    • Help maintain productivity levels at or above budgeted standards.
    • Perform any other duty as required by management.
    • Assist in training of new hires and current associates on a regular basis.
    • Attend meetings as required by management.