Guest Services Coordinator

2 months ago

Paradise Valley, Arizona, United States Omni Hotels Full time

Location: Montelucia Resort and Spa

Situated at the base of the stunning Camelback Mountain in the prestigious Paradise Valley, the Montelucia Resort & Spa boasts 253 opulent guest rooms, 38 suites, and two luxurious presidential suites. The resort's unique architecture draws inspiration from the rich heritage, whitewashed villages, and sun-kissed hills of Spain's Andalusia region. Additionally, the property features the award-winning Moroccan-themed Joya Spa, three resort pools, and five dining venues, including the highly praised restaurant, Prado. The resort, conveniently located near Phoenix and Scottsdale, provides easy access to golf, recreation, nightlife, and entertainment.

Job Overview: Front Desk Agents play a crucial role in delivering a five-star welcome and farewell experience for every guest, acting as ambassadors throughout their stay. They create the first impression by offering a warm greeting, sharing information about the hotel and surrounding area, and presenting the full range of upscale amenities and services available. Responsibilities also include managing guest accounts during check-out, addressing guest concerns, and fulfilling special requests. Collaboration with various hotel departments, particularly Concierge, Bell/Guest Services, and Housekeeping, is essential.

Key Responsibilities:

  • Facilitate guest check-ins and check-outs in accordance with established service standards.
  • Listen attentively to guest inquiries and provide suitable responses.
  • Establish accurate accounts for each guest based on their preferences (room type, payment, etc.).
  • Manage room blocking in the system and adhere to specified requirements.
  • Pre-register guests and prepare key packets efficiently.
  • Communicate relevant guest information to appropriate departments (e.g., special requests, amenity delivery).
  • Ensure confidentiality of all guest and hotel information.
  • Demonstrate meticulous attention to detail to guarantee guest room access security.
  • Comprehend and apply all accounting standards to ensure accurate settlement of accounts.
  • Maintain guest history files for all visitors.
  • Swiftly accommodate room changes as needed.
  • Document all guest requests, complaints, or issues promptly and notify the relevant department for resolution, following up to ensure satisfaction.
  • Oversee, send, and distribute guest mail/packages.
  • Generate, print, and disseminate daily and weekly reports.
  • Resolve discrepancies on the room status report with Housekeeping.
  • Maintain comprehensive knowledge of all hotel features/services, operational hours, room types, layouts, decor, rates, special packages, and promotions.
  • Communicate effectively and pleasantly in English with guests, management, and colleagues, both in person and via telephone.
  • Input information accurately and efficiently into computer systems.
  • Collaborate effectively with colleagues across departments.
  • Perform accurate mathematical calculations.
  • Exhibit clear thinking and quick decision-making abilities.
  • Prioritize, organize, and follow up on tasks efficiently.
  • Thrive under pressure, managing multiple arrivals and departures within a limited timeframe.
  • Possess prior customer service experience.
  • Previous experience in hotel front desk operations is highly preferred.
  • Experience in cashiering is advantageous.
  • Training in guest relations is beneficial.
  • Availability to work various shifts, including weekends and holidays.

Omni Hotels & Resorts is an equal opportunity employer - veterans/disability. The EEO is the Law poster and its supplement are available.

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