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Guest Services Coordinator

2 months ago

Stone Mountain, Georgia, United States Crescent Services Full time
JOB SUMMARY: Welcome and register visitors, deliver prompt and courteous assistance, and finalize guest accounts upon departure to uphold Crescent Services and brand high standards of excellence.

KEY RESPONSIBILITIES:

  1. Welcome guests immediately with a warm and genuine greeting. Utilize a positive and clear speaking voice, listen attentively to requests, respond appropriately, and provide accurate information regarding facility hours and local attractions.
  2. Complete the check-in process by entering and retrieving data from a computer system, confirming essential details such as guest count and room rate. Promote Crescent Services and brand marketing initiatives. Make suitable room selections based on guest preferences. Code electronic keys and non-verbally confirm room numbers and rates.
  3. Verify and process credit cards for authorization using electronic methods. Manage cash transactions, provide change, and balance an assigned cash drawer. Accept and document vouchers, traveler's checks, and other payment forms. Charge guest rooms and house accounts using the computer system.
  4. Promptly respond to phone inquiries using positive and clear communication. Input messages into the system and relay the content to guests. Retrieve mail, small packages, and faxes for guests upon request.
  5. Finalize guest accounts at checkout and ensure satisfaction. In cases of dissatisfaction, negotiate compromises, which may include authorizing revenue adjustments.
  6. Address guest complaints, conducting thorough investigations to develop effective solutions and negotiate outcomes. Listen and offer assistance to resolve issues such as pricing disputes, inadequate heating or cooling, etc. Maintain composure and alertness, especially during emergencies and busy hotel operations.
  7. Adhere to attendance policies and be available to work regularly.
  8. Perform any other job-related tasks as assigned.
ADDITIONAL REQUIREMENTS:

Must possess a valid driver's license with a clean driving record.

Passing the Motor Vehicle Record check is mandatory (no accidents or violations in the past three years).

Must be fully flexible from 6:00 AM to 2:30 AM, with overnight shifts as necessary.

Must be able to work at both hotel locations.

SKILLS AND QUALIFICATIONS:

Ability to communicate effectively in English. Self-motivated personality with a calm demeanor. Maintain a professional appearance and conduct at all times. Strong communication skills with guests. Willingness to assist colleagues with their responsibilities and be a team player. Proficient in using a calculator for moderately complex mathematical calculations without error. Ability to effectively engage with internal and external customers, some of whom may require high levels of patience, tact, and diplomacy to resolve conflicts and gather accurate information. Capability to stand and move throughout the front office while continuously performing essential job functions. Proficient in accessing and accurately inputting information using a moderately complex computer system. Ability to observe and identify signs of emergency situations. Ability to establish and maintain effective working relationships with colleagues, customers, and patrons.

PERFORMANCE EXPECTATIONS:

Work Habits:

To maintain a positive experience for guests and associates, your work habits should consistently meet and strive to exceed hotel standards for procedures, attire, grooming, punctuality, and attendance. Adaptability to changes in your work environment and hotel procedures, along with a willingness to learn new skills or enhance existing ones, is essential. You should be capable of solving routine problems that arise on the job and seek assistance when uncertain about tasks.

Safety & Security:

The safety and security of our guests and associates is paramount at Crescent Services. Every associate should adhere to hotel security policies and procedures, particularly regarding key controls, lifting heavy items, handling chemicals, and effectively reporting safety hazards and concerns.

NOTE:

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. The specific examples in each section are not intended to be all-inclusive but represent typical elements and criteria necessary for successful job performance. Other job-related duties may be assigned by the associate's supervisor.

This description is subject to change at the sole discretion of the Company and does not create an employment contract, implied or otherwise; each associate remains, at all times, an "at-will" associate.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.