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Lead Guest Services Coordinator

2 months ago

Williamsburg, Virginia, United States Colonial Williamsburg Company Full time

LEAD GUEST SERVICES COORDINATOR

Job Category: HOSPITALITY Requisition Number: SRFRO001580

Job Overview

Position Summary:

As a vital member of the Front Office Team, the Lead Guest Services Coordinator serves as the primary liaison between guests, the establishment, and various operational departments. This role is crucial in shaping the initial impressions of our guests, and thus, the individual will be tasked with executing the following responsibilities to the highest standards:

Key Responsibilities:

  1. Facilitate a warm welcome and manage the check-in process for guests and group arrivals.
  2. Oversee the check-out procedures for departing guests utilizing the hotel management systems.
  3. Address and resolve guest requests, inquiries, and concerns in an effective and timely manner.
  4. Maintain up-to-date knowledge of hotel offerings, pricing structures, promotional campaigns, and special events.
  5. Handle general communication duties related to guest services.
  6. Assist in the training and development of Front Desk staff.

The Lead Guest Services Coordinator will actively engage with guests throughout their entire experience, consistently advocating for their needs while collaborating with fellow team members.

Additional Duties:

  1. Implement pre-arrival planning processes to enhance guest experiences.
  2. Collaborate closely with reservation agents to ensure accurate billing and room arrangements for VIP guests.
  3. Document and follow up on guest requests to ensure satisfaction.

Qualifications:

To excel in this role, candidates should embody the following attributes, skills, and values:

  • Composed, efficient, and organized with a keen eye for detail.
  • Exceptional personal presentation and communication abilities.
  • A genuine passion for delivering outstanding guest service.
  • Capability to manage multiple tasks while maintaining a positive demeanor.
  • Proficient in computer systems and software.
  • Professional demeanor with a strong emphasis on hospitality.

Preferred Experience:

Ideal candidates will typically possess:

  • Experience in Front Office operations within the hospitality, leisure, or entertainment sectors.
  • Experience in cash handling.
  • Flexibility to work various shifts as needed.

Standards of Conduct:

Maintain a positive and enthusiastic attitude; greet guests, colleagues, and supervisors with respect; adhere to scheduled work hours; meet appearance standards; and complete assigned tasks accurately and punctually.

Education and Experience:

Relevant educational background and experience in hospitality management are preferred.

Licenses & Certifications:

Any relevant certifications in hospitality or customer service are advantageous.