Guest Services Coordinator

2 weeks ago

Jackson Wyoming, United States The Yarrow Group Full time

As a Guest Services Coordinator, you will play a vital role in managing all facets of front desk operations while delivering exceptional customer care.

Your commitment to maintaining high standards in both internal and external service is essential, as you embody the service culture of The Yarrow Group.

You will collaborate closely with the front desk team.

Your primary goal will be to enhance the guest experience by meeting all service standards, ensuring consistent quality, exceeding expectations, and efficiently achieving departmental objectives.


Key Responsibilities:


Efficiently prioritize and execute essential tasks, including but not limited to: managing reservations, facilitating check-ins and check-outs, processing upgrades, handling room changes, managing billing, and conducting cash and credit card transactions. You will also operate the switchboard, coordinate guest requests, deliver safe deposit boxes, and follow up with guests.


Complete the registration process by accurately inputting and retrieving information from the property management system, confirming essential details such as guest count and room rates. Make informed room selections based on guest preferences and code electronic keys. Non-verbally confirm room numbers and rates, while promoting and implementing hotel marketing initiatives for arriving guests. Ensure guests are informed about their room locations and provide welcome packets that include room keys and tokens of appreciation.



Adhere to all brand and service standards. Remain composed and attentive, resolving guest complaints within established guidelines. Uphold guest satisfaction by positively representing the hotel and engaging with the public. Follow the LEARN model for guest interactions.

Greet guests promptly with a warm and genuine welcome.

Utilize a clear and positive speaking voice, actively listen to requests, respond appropriately, and provide accurate information regarding outlet hours, special VIP programs, and events.

Complete all assigned checklists and shift reports with precision.

Respond promptly to telephone and email inquiries. Input messages into the system and inform other associates of special guest needs. Retrieve messages and communicate their content to guests. Collect mail, packages, and faxes or other special items for guests as requested.

Monitor guest accounts and room inventory. Ensure accurate accounting of rooms and services on guest statements. Assist guests with check-out payments or charges, and accept and record various forms of payment.

Stay informed about local recreational, dining, and cultural activities and attractions to provide recommendations to guests.

Align with the culture, values, goals, and human resource programs of The Yarrow Group.

Maintain a professional appearance and demeanor at all times. Adhere to the dress code and uniform standards. Exhibit positive body language and posture.

Demonstrate proficiency in using Property Management Systems and other relevant software as assigned.

Stock, maintain, clean, and process transactions at the retail shop within the lobby.

Follow all best practices, policies, and procedures for the front desk team.

Ensure a clean, organized, and neat workstation and lobby area.

Adhere to safety and emergency guidelines, policies, and procedures.

Maintain a house bank and operate the cash register accurately.

Complete miscellaneous tasks as assigned and assist in other departments when necessary.

Requirements:

Minimum of one year of experience in front desk operations, preferably with experience in property management systems.

Strong background in customer service.

Excellent computer, verbal, and written communication skills.

Proven ability to resolve guest issues and expedite solutions.

Understanding of daily hotel operations and systems.

Effective communication skills in English; bilingual in Spanish is preferred.

Flexible schedule availability during peak business periods, including weekends, evenings, and holidays.

Strong mathematical skills.


Ability to effectively interact with both internal and external customers, some of whom may require high levels of patience, tact, and diplomacy to resolve conflicts and gather accurate information.

Capability to work independently with minimal supervision, manage time efficiently, and multitask effectively.

Physical Requirements:
Standing, bending, stooping, and lifting weights up to 20 lbs. may be required.

The hospitality industry operates seven days a week, twenty-four hours a day, and a hospitable service atmosphere must be maintained at all times.

Benefits:
Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Vacation, Sick & Public Holidays)
Short Term & Long Term Disability
Employee Discounts
Training & Development
Wellness Resources

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