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Guest Services Coordinator

2 months ago

Macon, Georgia, United States Mainsail Lodging & Development Full time

Guest Services Coordinator

Department: Front Office

Reports to: Assistant Front Office Manager

Status: Non-Exempt

This role as a Guest Services Coordinator is pivotal in creating a welcoming atmosphere for all guests. The Coordinator will be the first point of contact, ensuring a memorable and professional arrival and departure experience.

Key Responsibilities

  • Deliver exceptional customer service while engaging with guests and utilizing personalized approaches, including addressing guests by name.
  • Possess comprehensive knowledge of hotel amenities and services to effectively communicate the unique offerings of the property.
  • Facilitate mobile check-ins and ensure seamless service in designated check-in areas in accordance with company and brand standards.
  • Encourage guest participation in the hotel loyalty program and assist with new guest enrollments.
  • Handle payment processing, issue room keys, and maintain guest confidentiality throughout their stay.
  • Guide guests to their accommodations based on preferences, paying attention to nonverbal cues to enhance their experience.
  • Address and resolve any billing inquiries or concerns from guests.
  • Utilize the *Empower* guest experience tool to track and manage guest requests and preferences in line with property guidelines.
  • Complete all necessary front office documentation, pre-arrival preparations, and checklists as directed by management.
  • Act as a concierge by providing local insights on shopping, dining, and recreational activities, assisting guests with reservations or tours.
  • Assist with luggage handling and manage the storage and delivery of luggage and mail.
  • Respond to guest inquiries and resolve issues following established empowerment protocols.
  • Adhere to scheduled shifts and comply with break and lunch regulations.
  • Report any accidents, injuries, or unsafe conditions to management and complete required safety training.
  • Communicate clearly and professionally with guests and colleagues; prepare and review written communications accurately.
  • Foster positive relationships with team members and guests alike.
  • Report any suspicious activities or unusual items to hotel management or security personnel.
  • Monitor guest behavior in public areas and rooms, addressing any irregularities.
  • Demonstrate initiative and the ability to work independently with minimal supervision.
  • Follow all hotel policies and procedures as outlined in the employee handbook.
  • Maintain a clean and organized work environment.
  • Perform additional duties as assigned by management to enhance guest satisfaction.

Qualifications

Education & Experience

  • High School diploma or equivalent.
  • Prior experience in hospitality is preferred.
  • Familiarity with Lightspeed PMS is a plus.
  • Strong customer service skills.
  • Excellent verbal and written communication abilities.

Physical Requirements

  • Ability to sit or stand for extended periods.
  • Capability to bend and lift up to 40 lbs.
  • Clear communication skills.
  • Corrected vision within normal range.
  • Willingness to work long hours as needed.

Mental Requirements

  • Ability to make quick, sound judgments.
  • Manage multiple tasks while meeting deadlines.
  • Work independently and provide direction to others.
  • Handle diverse personalities effectively.
  • Maintain confidentiality at all times.
  • Work well under pressure and manage workplace challenges proactively.

Notice: The hospitality industry operates 24/7, and flexibility in scheduling may be required based on business needs. A hospitable service atmosphere must be maintained at all times.

Equal Opportunity Employer: Mainsail Lodging & Development is committed to fostering a diverse and inclusive workforce, ensuring equal employment opportunities without discrimination based on any protected characteristic.