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Guest Services Coordinator

2 months ago

Concord, New Hampshire, United States Centennial Hotel Granite Restaurant & Bar Full time
Position Overview

The Centennial Hotel is seeking a meticulous and professional Front Desk / Guest Service Agent to enhance our Front Office team.

As part of Hay Creek Hotels, the Centennial Hotel and Granite Restaurant & Bar is a distinguished historic establishment that provides a unique experience with 32 guest accommodations, exquisite dining options, and versatile event spaces.

Compensation: Based on experience

This role offers both Part Time and Full Time opportunities, with expected shifts primarily during the morning or evening, and occasional overnight coverage.

Our unique approach to guest service, known as the "Host Philosophy," empowers each team member to cultivate the necessary skills to deliver exceptional hospitality beyond their primary duties.

Key Responsibilities:

  • Manage telephone operations, including receiving and transferring calls, as well as handling voice messages and mail for guests and staff.
  • Welcome guests with professionalism and warmth, directing them to the appropriate areas.
  • Register guests, assign rooms, and process payments securely during check-out.
  • Maintain a comprehensive understanding of the hotel management system and available rates/packages, facilitating reservations via phone and online.
  • Assist guests with various needs, including luggage handling, restaurant bookings, and coordination of housekeeping and maintenance requests.
  • Communicate room status updates to the Housekeeping department effectively.
  • Address guest complaints with professionalism, ensuring satisfaction and following up with management as needed.
  • Possess in-depth knowledge of hotel amenities, local attractions, dining options, and travel directions.
  • Deliver guest amenities as required.
  • Adhere to safety and emergency protocols, leading in crisis situations and managing guest valuables securely.

Qualifications:

  • High School diploma or equivalent required.
  • Proficient with technology and quick to learn new systems; familiarity with Property Management Systems is preferred.
  • Minimum of 1 year of customer service experience, preferably in a hospitality setting.
  • Ability to thrive in a collaborative team environment with a positive, customer-oriented attitude.
  • Demonstrated success in resolving guest issues effectively.
  • Capability to perform professionally under pressure.
  • Willingness to work flexible hours, including nights, weekends, and holidays during peak seasons.