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Guest Services Coordinator

2 months ago

Santa Cruz, California, United States 1440 Multiversity Full time
Position Overview:
The Guest Services Coordinator plays a pivotal role in ensuring outstanding service delivery to guests, both in person and through various communication channels such as phone, chat, and email. This position is essential in embodying the mission and values of 1440 Multiversity, providing a warm and efficient service that anticipates and surpasses guest expectations.

Key Responsibilities:
  • Deliver exceptional customer service to all guests on campus, adhering to established standards.
  • Actively engage in cross-training across various service outlets to enhance operational flexibility.
  • Efficiently address and resolve guest inquiries and concerns, escalating significant issues to the appropriate management.
  • Foster collaborative relationships with other departments to maintain a safe, clean, and inviting environment for guests.
  • Exhibit professionalism in demeanor and appearance, ensuring a welcoming atmosphere for every visitor.
  • Adhere to established procedures for guest registrations, sales transactions, and check-in processes.
  • Assist in scheduling team members based on operational demands and guest volume.
  • Contribute to the development of standard operating procedures, training materials, and checklists.
  • Provide training to team members on front desk operations, including check-in/check-out processes and billing procedures.
  • Create memorable experiences for guests throughout their stay, whether through phone interactions, online engagement, or face-to-face communication.
  • Ensure compliance with all guest service protocols, financial transactions, and pre-arrival tasks in line with company policies and budgetary guidelines.
  • Manage guest registrations via various communication methods, including phone, email, and chat.
  • Maintain cleanliness and organization in the guest services area and storage spaces.
  • Conduct inspections of guest accommodations to ensure adherence to cleanliness standards.
  • Collaborate with the team to achieve measurable revenue targets and service excellence.
  • Continuously seek innovative solutions to enhance the guest experience and improve front desk efficiency.
  • Stay informed about menu offerings, retail products, and features to provide tailored recommendations to guests.
  • Prepare and serve a variety of food and beverage options, including specialty coffee drinks.
  • Monitor and manage supply inventory, ensuring timely ordering and maintenance of cleanliness.
  • Regularly assess and maintain room conditions and supplies, making recommendations for enhancements as needed.
  • Perform additional duties and projects as assigned.

Essential Qualifications:
  • Proficient in Oracle Opera PMS or similar property management systems.
  • Strong communication skills with a focus on active listening.
  • Ability to quickly learn and adapt to new software and systems.
  • Proven problem-solving skills and a collaborative approach to finding solutions.
  • Knowledge of safety and emergency protocols.
  • Detail-oriented with the capacity to manage multiple tasks effectively.
  • Willingness to assume responsibilities within a team-oriented framework.
  • Flexibility to work varied hours, including evenings, weekends, and holidays.
  • Genuine passion for the mission and values of 1440 Multiversity, with a commitment to creating a welcoming environment for guests.
  • Previous experience in the hospitality sector is preferred.
  • Bilingual skills are advantageous.
  • Ability to cultivate and maintain positive relationships with guests and colleagues.
  • Strong organizational skills to prioritize tasks in a dynamic environment.
  • Adherence to cash handling policies and procedures.
  • Professional demeanor and effective communication abilities.

Company Overview:
1440 Multiversity is a unique destination that combines elements of a conference center, wellness resort, and educational facility. Our campus is designed to foster personal growth, professional development, and health and wellness, offering a variety of programs tailored to meet the needs of our guests. With a commitment to providing an enriching experience, we invite individuals to explore their potential in a serene and inspiring environment.