Overnight Guest Services Coordinator

2 weeks ago

Kenner, Louisiana, United States Hilton New Orleans Airport Full time
Job Overview

Key Responsibilities:


Welcome and register guests, ensuring prompt and courteous service. Facilitate guest check-outs and address any challenges encountered during their stay. Provide room upgrades as necessary and promote hotel services and amenities effectively.

  • Complete the registration process by accurately inputting and retrieving information from the hotel management system, confirming details such as guest count and room rates. Make informed room selections based on guest preferences and code electronic keys. Ensure guests are aware of their room location and arrange for team members to assist them.
  • Ensure accurate accounting of rooms and services on guest statements. Assist guests with check-out payments and record various forms of payment, including vouchers and credit cards. Convert foreign currency at current rates as needed.
  • Greet guests promptly with a warm and sincere welcome. Utilize a positive and clear communication style, actively listen to requests, and provide accurate information regarding hotel services, hours, and special programs.
  • Handle special requests from guests, responding appropriately or forwarding them to the relevant team members for action.
  • Respond to telephone and email inquiries in a timely manner. Document messages in the system and communicate special guest needs to the appropriate staff. Retrieve and deliver mail, packages, and other items as requested.
  • Address guest complaints by conducting thorough research to identify effective solutions. Remain calm and composed during emergencies or busy periods, using sound judgment to resolve issues.
  • Verify and balance totals from all departments, ensuring that assigned tasks are completed and making necessary adjustments.
  • Monitor and manage the automated posting of room and tax charges as recorded by the system.
  • Reconcile balances and settle charges from various reports, processing debits and credit rebates for credit card transactions.

Additional Responsibilities
In addition to the essential functions, this role may involve performing various supportive tasks as determined by management based on the company's needs.

  • Communicate with guests in their native language when possible.
  • Maintain composure during emergencies or busy hotel operations, effectively resolving complications such as room changes or billing issues.
  • Coordinate with Bell services to assist guests with their luggage as needed.
  • Provide access to safety deposit boxes by escorting guests to the vault and retrieving their items.
  • Operate various office equipment as required.

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