Guest Services Coordinator

2 weeks ago


Richmond, Virginia, United States Courtyard by Marriott Richmond Full time
Job Overview

POSITION SUMMARY:

The Guest Services Representative serves as the primary point of contact for guests during their stay, ensuring a welcoming and professional experience. This role requires a sales-oriented mindset to assist guests in making informed choices and addressing their needs effectively. The position also includes responsibilities as a Relief Night Auditor, with training and shift opportunities available.

KEY RESPONSIBILITIES:

  • Maintain confidentiality of all sensitive information at all times.
  • Adhere to all company policies and arrive punctually for scheduled shifts.
  • Engage with supervisors to discuss assignments, forecast business levels, and share relevant information for optimal job performance.
  • Deliver exceptional customer service consistently.
  • Exhibit a friendly, cheerful, and courteous demeanor at all times.
  • Accurately respond to inquiries from potential guests and manage hotel reservations.
  • Handle telephone and in-person inquiries regarding reservations, hotel services, and guest concerns.
  • Facilitate the check-in and check-out process for guests, including room assignments and accommodating special requests when feasible.
  • Provide comprehensive orientations of the hotel facilities.
  • Assist with pre-registration and room blocking for reservations.
  • Understand and comply with credit, cash handling, and check-cashing policies and procedures.
  • Maintain awareness of room status and tracking.
  • Familiarize oneself with room locations, types, and rates.
  • Utilize front office equipment proficiently.
  • Process guest check-outs efficiently.
  • Follow procedures for managing safe deposit boxes for guests.
  • Collaborate closely with the housekeeping department to keep room status reports updated, including check-outs, late check-outs, early check-ins, special requests, and day-use rooms, while coordinating maintenance and repair requests.
  • Practice proper telephone etiquette.
  • Perform cashiering duties, including settling bills, posting charges, and processing paid outs.
  • Report any unusual occurrences or guest requests to management.
  • Ensure the front desk area remains clean and organized.
  • Recognize that business demands may require flexibility in shift assignments.
  • Execute any additional duties as assigned by management.

QUALIFICATIONS & SKILLS:

Essential:

  • High School Diploma or equivalent work experience.
  • Minimum of 1 year experience in a similar role, preferably within the hospitality sector.
  • Demonstrated computer literacy.
  • Exhibit initiative, outstanding guest service, and strong decision-making abilities.
  • Typing proficiency of at least 40 words per minute.
  • Ability to perform basic mathematical calculations.
  • Maintain focus on guest needs while remaining calm and courteous.
  • Ability to manage multiple requests under pressure.
  • Work collaboratively with other departments and team members.
  • Flexibility in scheduling is essential.
  • Capability to coordinate various services for guests.
  • Ability to work independently with minimal supervision.
  • Effective communication skills to relay instructions and seek assistance when needed.


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