Guest Services Coordinator

3 months ago

Paradise Valley, Arizona, United States Omni Hotels Full time

Location: Montelucia Resort and Spa

At the Montelucia Resort & Spa, situated at the base of the stunning Camelback Mountain in the prestigious Paradise Valley, we offer an exquisite experience with 253 opulent guestrooms, 38 suites, and two luxurious presidential suites. The resort's unique architecture draws inspiration from the rich heritage, whitewashed villages, and sunlit hills of Spain's Andalusia region. Our property features the award-winning Moroccan-themed Joya Spa, three resort pools, and five dining venues, including the renowned restaurant, Prado. With convenient access to golf, recreation, nightlife, and entertainment in nearby Phoenix and Scottsdale, our resort is a premier destination.

Position Overview:

As a Front Desk Agent, you will play a pivotal role in delivering a five-star welcome and farewell experience for every guest, acting as a representative throughout their stay. You will create a lasting first impression by warmly greeting guests, providing essential information about the hotel and surrounding area, and showcasing our comprehensive range of upscale amenities and services. Additionally, you will manage guest accounts during check-out, address any guest concerns, and fulfill special requests while collaborating closely with various hotel departments, particularly Concierge, Bell/Guest Services, and Housekeeping.

Key Responsibilities:

  • Facilitate guest check-ins and check-outs in accordance with the hotel's service standards and operational procedures.
  • Listen attentively to guest inquiries and provide suitable responses.
  • Establish accurate accounts for each guest based on their preferences (room type, payment method, etc.).
  • Manage room assignments in the system and ensure all requirements are met.
  • Pre-register guests and prepare key packets in advance.
  • Communicate important guest information to relevant departments (e.g., special requests, amenity delivery).
  • Maintain confidentiality regarding all guest and hotel information.
  • Exercise attention to detail to ensure secure access to guest rooms.
  • Understand and apply all accounting standards to ensure accurate billing and adjustments.
  • Keep comprehensive guest history files.
  • Efficiently accommodate room changes as needed.
  • Document all guest requests, complaints, or issues promptly and notify the appropriate department for resolution, following up to ensure guest satisfaction.
  • Monitor, send, and distribute guest mail/packages.
  • Generate, print, and distribute daily and weekly reports.
  • Resolve discrepancies on the room status report with Housekeeping.
  • Maintain thorough knowledge of all hotel features/services, hours of operation, room types, rates, special packages, and promotions.
  • Communicate effectively in English, both verbally and in writing, with guests, management, and colleagues.
  • Input information accurately and efficiently into computer systems.
  • Collaborate effectively with team members across departments.
  • Perform accurate mathematical calculations.
  • Make quick, clear decisions and prioritize tasks effectively.
  • Handle high-pressure situations, managing multiple arrivals and departures efficiently.
  • Possess prior customer service experience; hotel front desk experience is highly preferred.
  • Previous cashiering and guest relations training is advantageous.
  • Availability to work various shifts, including weekends and holidays.

Qualifications:

  • Excellent verbal and written communication skills in English.
  • Proficient in accurately inputting information into computer systems.
  • Ability to work collaboratively with colleagues across departments.
  • Strong mathematical skills for accurate calculations.
  • Ability to think quickly and make informed decisions.
  • Strong organizational skills and ability to follow up on tasks.
  • Ability to thrive under pressure, especially during peak check-in and check-out times.
  • Previous experience in customer service, particularly in a hotel front desk role, is strongly preferred.
  • Experience in cashiering and guest relations training is beneficial.

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

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