Guest Services Coordinator

2 weeks ago

Fort Worth, Texas, United States The Crescent Hotels Group Full time

POSITION SUMMARY:

As a pivotal representative of our brand, you will provide direction and oversight to the Food and Beverage and Rooms divisions, ensuring adherence to hotel policies, brand guidelines, and exceptional guest service.

Assume the role of Manager on Duty for the hotel during evening or scheduled shifts.

REPORTING STRUCTURE:
Reports directly to the General Manager.

KEY RESPONSIBILITIES:
Conduct interviews, hire and train staff, evaluate performance, address issues, maintain open communication, and recommend disciplinary actions when necessary.

Ensure that front-of-house teams, including Telephone, Front Office, and Guest Services, deliver service that meets brand standard audits.

Oversee the hotel's daily quality assurance processes, including staff improvement audits in line with Crescent standards and Marriott Brand Standards.

Manage the daily quality control of food and beverage services.
Utilize conflict resolution skills to address staff and guest issues effectively. Handle guest complaints with thorough investigation to find the best solutions and negotiate outcomes. Communicate clearly both verbally and in writing to assist staff and guests.
Maintain composure and alertness during emergencies and busy hotel operations. Implement detailed emergency protocols or utilize sound judgment for problem resolution.

Facilitate daily team meetings, share feedback from guest satisfaction surveys, and provide guidance to Department Heads and team members.

Collaborate closely with the General Manager to establish and uphold brand standards and service levels in daily hotel operations for consistency.

Submit bar orders and monthly inventory reports in accordance with established deadlines.

Coordinate the Manager on Duty program, including scheduling management staff for evening guest experience activation.

Adhere to attendance policies and be consistently available for work.
Perform additional job-related duties as assigned.

REQUIRED SKILLS AND QUALIFICATIONS:
Proficient in English communication. Self-motivated with a calm demeanor. Maintain a professional appearance and conduct at all times. Ability to engage effectively with guests. Willingness to assist colleagues and work collaboratively as a team player.

Requires strong managerial skills, as the role involves frequent decision-making, meeting deadlines, analytical thinking, and the planning and coordination of work projects.

Ability to interact effectively with both internal and external customers, some of whom may require high levels of patience, tact, and diplomacy to resolve conflicts and gather accurate information.

Must be able to move throughout the property and observe performance to identify signs of emergencies and respond appropriately.

PERFORMANCE EXPECTATIONS:

Guest Satisfaction:
Our guests are our priority. Positive interactions with Crescent staff are key to enhancing the guest experience.

It is crucial to maintain professionalism at all times and treat all guests and associates with courtesy and respect, regardless of the situation.

Every Crescent associate serves as a guest relations ambassador, every moment of every day.

Work Ethic:

To foster a positive experience for both guests and associates, your work habits should consistently meet and aim to exceed hotel standards regarding procedures, appearance, punctuality, and attendance.

Adaptability to changes in work areas and hotel procedures is essential, along with a willingness to learn new skills or enhance existing ones, and the ability to resolve routine workplace issues while seeking assistance when needed.


Safety & Security:
The safety and security of our guests and associates is of utmost importance.

All Crescent associates must adhere to hotel security policies and procedures, particularly concerning key controls, lifting heavy items, handling chemicals, and reporting safety hazards.


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 provided are not exhaustive but represent typical elements and criteria necessary for successful job performance. Additional job-related duties may be assigned by the supervisor.

This description is subject to change at the discretion of the Company and does not constitute an employment contract; each associate remains an 'at-will' employee.


Education/Training:
A high school diploma is required.

Qualifications include hospitality experience.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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