Overnight Guest Services Coordinator

2 weeks ago

Norfolk, Virginia, United States Wyndham Garden Norfolk Downtown Full time
Position Overview

YOUR NEXT OPPORTUNITY AWAITS

Careers at Wyndham Garden Norfolk Downtown


Exceptional Talent + Premier Hospitality

We adopt a proactive, hands-on strategy to hotel management. Our team possesses extensive expertise across all facets of hospitality management.

Core Values: Team First, Take Responsibility, Relationship Driven, Professionalism, Integrity/Honesty

POSITION SUMMARY: This role involves significant guest interaction and serves as the initial point of contact for all patrons. The Overnight Guest Services Coordinator is tasked with assisting guests during check-in and check-out processes, managing and responding to all incoming calls, and addressing special requests for services or information, in alignment with established policies and procedures. It is essential to maintain positive relations with guests and work towards resolving any challenges they may face, ensuring their satisfaction. The Coordinator is responsible for auditing all charges and postings, making necessary corrections, and reconciling daily activities while preparing accounts for the following day. All data will be processed and compiled into daily reports for distribution in the morning.

QUALIFICATIONS, EDUCATION & EXPERIENCE:

  • High School Diploma or General Education Degree (GED) or equivalent work experience.
  • Proficient computer skills are required; familiarity with Microsoft Office is preferred. Experience with hotel management systems is advantageous.
  • A minimum of 1-2 years of experience in a Guest Service Agent role is preferred.
  • Prior experience in cash handling is preferred.
  • Strong communication skills, both written and verbal.
  • Ability to exert physical effort in lifting or transporting items weighing at least 25 pounds.
  • Capability to endure various physical movements throughout the work environment.
  • Must be able to stand and maintain well-paced mobility for up to 8 hours. Flexibility to work a varied schedule that includes nights, weekends, and holidays is required.

RESPONSIBILITIES:

  • Maintain positive guest relations at all times, addressing guest complaints to ensure satisfaction.
  • Communicate effectively with guests and team members.
  • Stay informed about all hotel features/services, operational hours, room rates, special packages and promotions, daily occupancy, and scheduled group activities.
  • Monitor and uphold cleanliness, sanitation, and organization in assigned work areas.
  • Verify guest information upon arrival and departure.
  • Relay pertinent guest information to relevant departments (e.g., special requests, amenity delivery).
  • Maintain and secure a cash bank to fulfill job responsibilities.
  • Process all payments in accordance with established hotel protocols and cash handling procedures.
  • Maintain guest information and hotel occupancy status using hotel operating systems.
  • Handle adjustments, rebates, paid outs, and credits as necessary.
  • Post and audit charges related to events and services.
  • Reconcile telephone calls and miscellaneous accounts.
  • Audit all miscellaneous charges (events, bars, etc.).
  • Verify package postings on guest accounts.
  • Execute end-of-day procedures and close the day.
  • Ensure that all interfaces are operational.
  • Generate morning reports and backup reports, distributing them accordingly.
  • Print and distribute express check-out folios.

This job description is intended to provide a general overview of the expectations for the position and is not exhaustive of all duties, requirements, and responsibilities.

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