Guest Services Coordinator

7 days ago


Miami, Florida, United States Faena hotel Full time

About Faena Hotel

Faena Hotel is a premier hospitality destination that embodies the spirit of warmth and tradition. Our commitment to excellence in service and amenities has earned us a reputation as a leader in the industry.

Job Overview

We are seeking a skilled and courteous Hotel Reservation Specialist to join our team. As a key member of our front desk staff, you will be responsible for providing exceptional service to our guests, handling room reservations, changes, and cancellations with efficiency and professionalism.

Key Responsibilities

  • Maintain complete knowledge of hotel policies, procedures, and standards.
  • Provide prompt and courteous service to guests, responding to their needs and requests in a timely and professional manner.
  • Process all reservation requests, changes, and cancellations, ensuring accuracy and attention to detail.
  • Monitor and maintain the cleanliness, sanitation, and organization of assigned work areas.
  • Access all functions of the computer system, utilizing it to efficiently manage reservations and guest information.
  • Set up workstations with necessary supplies and resource materials.
  • Process requests for guest services, including dining reservations and amenity orders.
  • Verify availability and suggest alternative dates for sold-out dates.
  • Explain guarantee and cancellation policies to guests, assigning confirmation and cancellation numbers as needed.
  • Relay accurate information on transportation arrangements from airport to hotel, inputting and documenting such requests.
  • Set up proper billing accounts and process advance deposits.
  • Verify all reservation information with guests to ensure accuracy.
  • Input correct information into proper fields to inform other departments of pertinent information.
  • Document all information for manual reservations on designated forms.
  • Input all manual reservations into the system.
  • Obtain approval from Front Desk management for same-day reservations on near-sell-out dates.
  • Process confirmation letters.
  • Designate and apply appropriate travel agency commissions.
  • Initiate deposit refunds for non-group reservations.
  • Refer requests for initial booking of group rooms, banquet, or convention requests to the Sales Department.
  • Create individual files and group masters with designated information for each group booking received from the Sales Department.
  • Set up group room blocks in the system, booking group reservations against the room block.
  • Input group rooming lists.
  • Monitor group cut-off dates and review with Sales or group contact.
  • Review group resumes and convey all pertinent information in the system to appropriate personnel.
  • Monitor and maintain wait lists daily.
  • Process requests for mailing brochures, correspondence, and package information.
  • Compile and maintain information for daily/weekly/monthly reports.
  • Review status of assignments and any follow-up action with on-coming Agent.


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