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Guest Services Coordinator

2 months ago

Albuquerque, New Mexico, United States Route 66 Casino Hotel Full time
Central Services Representative Job Overview

Position Title: Central Services Representative

Department: Hotel

Employment Classification: Non-Exempt

Position Summary:

The Central Services Representative is essential in managing hotel room bookings and delivering exceptional telephone support, prioritizing efficiency and outstanding customer service.

Key Responsibilities:

  • Uphold company Core Values, Policies & Procedures
  • Serve as a positive role model for peers
  • Maintain a courteous demeanor towards guests and team members
  • Arrive punctually and prepared to fulfill job responsibilities

Core Duties:

  • Manage PBX operations, including processing reservations, answering inquiries, and providing relevant information
  • Possess a comprehensive understanding of the hotel's property management system
  • Work collaboratively with management to resolve guest-related concerns
  • Promote room sales to achieve occupancy goals
  • Ensure a tidy and secure work environment
  • Address conflicts with professionalism
  • Follow departmental guidelines and regulations
  • Engage with other hotels to explore occupancy and sales opportunities
  • Implement strategies to improve guest satisfaction
  • Participate in company meetings and events
  • Cooperate with regulatory bodies to maintain compliance
  • Foster relationships with guests through personalized service
  • Contribute to a positive team atmosphere
  • Provide accurate information regarding hotel services and amenities
  • Maintain professionalism in all interactions
  • Adapt to high-pressure situations and changing demands
  • Assist during emergencies and follow emergency protocols
  • Promptly manage wake-up call requests
  • Encourage guests to join the Players Club
  • Cross-train with Front Office staff as needed
  • Perform additional tasks as assigned

Qualifications:

  • High school diploma or equivalent preferred
  • Experience in guest services, hospitality, or a related field
  • Clerical experience is beneficial
  • Prior PBX Operator experience is advantageous
  • Fluency in multiple languages is a plus

Licensing & Certification:

  • No specific licensing requirements

Technical Skills:

  • Proficient in basic computer skills and office equipment
  • Familiarity with property management and PBX systems

Physical Requirements:

  • Ability to sit, speak, and use hands extensively
  • Capability to stand and perform various physical tasks
  • Ability to lift and carry moderate weights

Mental Requirements:

  • Strong problem-solving, organizational, and decision-making skills
  • Ability to analyze data and make informed choices

Supervisory Responsibilities:

  • No supervisory duties

Work Environment:

  • Primarily indoors with occasional exposure to external elements

Additional Requirements:

  • Successful completion of pre-employment screening