Guest Services Coordinator

2 weeks ago

Anaheim, California, United States Aimbridge Hospitality Full time

Job Overview

The Guest Services Coordinator plays a vital role in supporting the Front Desk Manager and/or General Manager by delivering attentive, courteous, and efficient service to all guests before their arrival and throughout their stay. This position is also focused on optimizing room revenue and occupancy rates.

Key Responsibilities

Qualifications:

  • Minimum of 2 to 3 years of progressive experience in hospitality or a related field is required. A high school diploma or equivalent is necessary.
  • Relevant college coursework is advantageous.
  • Prior supervisory experience is preferred.
  • A valid driver's license for the applicable state is required.
  • Ability to communicate information and ideas clearly is essential.
  • Quick and accurate evaluation and selection among alternative courses of action is necessary.
  • Ability to perform well in high-pressure situations, including effectively handling guest objections and disputes.
  • Proactive initiative in job performance, anticipating needs before they arise.
  • Maintaining composure and objectivity under pressure is crucial.
  • Effective problem-solving skills in the workplace, including anticipation, prevention, identification, and resolution of issues.
  • Ability to assimilate complex information from various sources and adjust as needed.
  • Strong listening skills to understand and clarify concerns raised by guests and co-workers.
  • Competence in working with financial information and basic arithmetic functions.

Responsibilities:

  • Approach all interactions with guests and colleagues in a friendly, service-oriented manner.
  • Maintain regular attendance in line with company standards, adapting to the hotel's needs.
  • Uphold high standards of personal appearance and grooming, including wearing the appropriate uniform and name tag.
  • Adhere to company standards and regulations to promote safe and efficient hotel operations.
  • Exhibit a warm and friendly demeanor at all times.
  • Set the benchmark for guest relations at the front desk.
  • Gather all necessary information when processing room reservations.
  • Monitor all VIP and special guest requests diligently.
  • Review the Front Office log and Trace File on a daily basis.
  • Comprehend and execute all relevant aspects of the front desk computer system.
  • Ensure timely and professional logging and delivery of messages, packages, and mail.
  • Stay informed about all rates, packages, and promotions currently available.
  • Familiarize oneself with all in-house groups and closed-out or restricted dates.
  • Enforce all hotel credit policies effectively.
  • Be capable of performing all duties of a Front Desk Agent.
  • Complete and ensure accurate filing of bucket checks, room rate verification reports, and housekeeping reports.
  • Maintain proper operation of the PBX console, ensuring compliance with company standards.
  • Foster good communication and teamwork with fellow associates and other departments.
  • Assist the General Services Manager in ensuring associates adhere to company standards.
  • Be knowledgeable about and assist in all emergency procedures as required.
  • Oversee and ensure that all guests are checked in and out in a friendly, efficient, and courteous manner.
  • Complete all tasks and duties on the shift checklist promptly and efficiently.
  • Ensure associates are consistently attentive, friendly, helpful, and courteous to all guests and colleagues.
  • Maximize room revenue through effective Rooms Merchandising.
  • Respond to all guest inquiries in a timely and professional manner.
  • Participate in departmental meeting planning and execution.
  • Help maintain productivity levels at or above budgeted standards.
  • Perform any other duties as assigned by management.
  • Assist in the training of new hires and current associates regularly.
  • Attend meetings as required by management.

Company Overview

Aimbridge Hospitality is a global leader in third-party hotel management, with a growing portfolio that includes over 1,550 hotels across all 50 states and 22 countries. Our associates are dedicated to providing exceptional service to our guests and achieving outstanding results, thriving in a culture that inspires everyone to excel.

Benefits

After an initial waiting period, full-time employees are eligible for a competitive benefits package that includes:

  • Medical, Dental, and Vision Coverage
  • Short-Term and Long-Term Disability Income
  • Term Life and AD&D Insurance
  • Paid Time Off
  • Employee Assistance Program
  • 401k Retirement Plan

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