Front Office Coordinator
1 month ago
The Front Office Coordinator is a key member of our team, responsible for delivering exceptional guest experiences and ensuring seamless interactions with our guests. This role requires a high level of attention to detail, excellent communication skills, and the ability to work effectively in a fast-paced environment.
Key Responsibilities- Guest Services: Serve as the primary point of contact for all guest requests and needs, ensuring prompt and courteous responses to all inquiries.
- Phone Management: Manage all incoming phone calls to the Front Desk, delegating calls as necessary and connecting guests with management when requested.
- Follow-up and Resolution: Follow up with guests to ensure outstanding challenges have been resolved, monitoring HotSOS and collaborating with departments to ensure completion.
- VIP Coordination: Coordinate VIP efforts for same-day and next-day arrivals, working closely with Attaché, Housekeeping, Engineering, and other departments as needed.
- Group Liaison: Serve as the primary point of contact for groups, attending weekly group resume meetings, organizing and maintaining records, and communicating with the Front Desk Team.
- Inventory Management: Monitor the Rack to ensure correct room types are prepared and inspected based on the arrival report, managing the release of Out of Service (OOS) or Out of Order (OOO) rooms.
- Upgrade Management: Supervise the room upgrade process, ensuring proper tracking of upgrade fees to optimize revenue opportunities.
- Credit Report Monitoring: Ensure guests have sufficient credit to cover their balance, running reports in the morning and afternoon and following up with guests as needed.
- Training and Meetings: Attend training and meetings as required, staying up-to-date on company policies and procedures.
Education: High school graduate or equivalent required, four-year college degree preferred.
Experience: One to two years of prior guest service experience preferred, prior hospitality experience also preferred. Ability to speak multiple languages desirable.
Other: Must be at least 18 years of age.
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