Hotel Guest Services Coordinator
3 days ago
The Hotel Guest Services Coordinator is responsible for providing exceptional guest experiences, ensuring seamless check-in/check-out processes, and delivering customized concierge services. This role requires strong communication and interpersonal skills, as well as proficiency in hotel management software and general office applications.
Key Responsibilities- Guest Relations & Service Excellence:
- Welcome guests with a warm, professional, and gracious demeanor during check-in and check-out.
- Provide proactive service by initiating courtesy calls post-check-in to ensure guest satisfaction and to offer assistance with any requests.
- Anticipate and respond to guest needs promptly, ensuring a flawless experience at all times.
- Offer expert concierge services, including detailed knowledge of local attractions, dining, events, and personalized recommendations.
- Communicate effectively with all departments to ensure that special guest requests are fulfilled promptly.
- Reservations & PBX Operations:
- Manage incoming reservation calls professionally, ensuring accurate and efficient bookings while upselling hotel services when possible.
- Maintain a comprehensive knowledge of room availability, rates, special packages, and promotions.
- Handle all guest communication via phone, email, and in-person, ensuring every interaction is timely, professional, and tailored to the individual guest.
- Process reservations with attention to detail, confirming all special requests and VIP arrangements.
- Maintain the property management system, including updating guest profiles, room assignments, and payment authorizations.
- Administrative & Cashiering Responsibilities:
- Ensure accurate handling of guest payments, including verification of credit card details and signatures.
- Balance cash and credit card transactions daily, following all hotel procedures for cashiering and banking protocols.
- Complete shift checklists and reports with precision, ensuring all guest and reservation information is up-to-date.
- Assist with the night audit process, preparing management reports and finalizing all income department postings in the property management system.
- Estimated Salary: $45,000 - $60,000 per year
The estimated salary for this role is $45,000 - $60,000 per year, depending on experience, and includes a comprehensive benefits package.
Requirements include a high school diploma or equivalent, 1-2 years of experience in a related field, and excellent communication and interpersonal skills.
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