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Guest Services Coordinator

2 months ago

Orlando, Florida, United States Renaissance by Marriott Orlando Airport Full time

Key Responsibilities

  • Delivers exceptional Guest Service by fostering a welcoming atmosphere, greeting and acknowledging every guest, and maintaining high standards of service excellence.
  • Empowered to ensure complete guest satisfaction, exhibiting hospitality and professionalism at all times, while representing Renaissance by Marriott Orlando Airport with pride and integrity.
  • Applies all safety and security protocols to uphold a secure environment for both associates and guests. In case of emergencies, ensures appropriate medical assistance is sought and management is notified promptly.
  • Builds and maintains positive relationships with all associates to encourage a collaborative work environment.

Essential Functions

  • Warmly welcomes guests with a sincere greeting, maintaining eye contact and using a positive tone while addressing their requests.
  • Utilizes operational and sales strategies to optimize occupancy rates and achieve the highest possible average rate, ensuring staff follows suit. Provides accurate information and promotes hotel amenities effectively.
  • Manages cash handling in accordance with accounting guidelines, ensuring compliance with all financial procedures.
  • Facilitates effective communication within the Front Office and across departments, staying informed about front office and hotel operations.
  • Participates in scheduled meetings, sharing concerns or suggestions with management.
  • Adheres to safety and emergency protocols, responding appropriately during crises and addressing hazards promptly. Maintains security procedures regarding guest room keys and confidential information.
  • Operates front office technology, including telephones and computer systems, efficiently.
  • Completes the registration process promptly, verifying guest information, processing payments, and providing necessary documentation.
  • Handles credit card authorizations and various payment methods, ensuring accurate posting of charges to guest accounts.
  • Answers phone calls with a positive demeanor, documenting messages and communicating them to guests effectively.
  • Actively listens to guest concerns and resolves issues promptly, documenting solutions and informing management of any complaints.

Additional Responsibilities

  • Adheres to Company Standards of Service as established for Renaissance by Marriott.
  • Projects a positive image of the hotel to the public consistently.
  • Performs all duties efficiently and in alignment with company policies to meet the objectives of the role.
  • Treats guests, vendors, and colleagues with respect and professionalism at all times.
  • Completes required training as assigned by the department and hotel brand.
  • Maintains a clean and professional appearance consistently.
  • Must be available to work flexible hours, including evenings, weekends, and holidays.
  • This job description does not limit management's right to assign or reassign duties and responsibilities as needed.