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Guest Services Coordinator

2 months ago

Minneapolis, Minnesota, United States Choice Hotels Full time

Position Overview

The Front Office Representative plays a crucial role in delivering exceptional guest experiences within a dynamic hotel setting, striving for complete guest satisfaction.

Key Responsibilities

As a Front Office Representative, you will:

  • Facilitate a smooth and enjoyable check-in and check-out process for guests.
  • Welcome guests warmly and manage hotel registration and transactions efficiently.
  • Stay informed about hotel offerings, services, and local attractions to assist guests effectively.
  • Address guest feedback, inquiries, and concerns promptly to ensure satisfaction.
  • Document resolutions to guest issues in the designated log.
  • Collaborate with other departments to fulfill guest requests.
  • Keep updated with hotel developments through regular communication log reviews.
  • Prepare end-of-shift reports and updates for management and incoming shifts.
  • Encourage the promotion of hotel amenities, food and beverage options, and loyalty programs.
  • Handle reservations in line with the hotel’s pricing strategies.
  • Process guest payments during check-in while adhering to privacy and security policies.
  • Manage incoming calls to the hotel, ensuring professionalism and efficiency.
  • Record special billing instructions and communicate them to the Accounting department.
  • Obtain necessary approvals for guest transactions.
  • Follow hotel cash handling policies diligently.
  • Maintain confidentiality regarding guest information.

Our goal is to achieve 100% guest satisfaction by embodying the principles of genuine hospitality and exceeding expectations:

  • Provide personalized attention and take ownership of guest service.
  • Listen actively, express empathy, and resolve guest issues effectively.
  • Demonstrate a commitment to genuine hospitality and teamwork consistently.
  • Be proactive in identifying and addressing guest dissatisfaction.
  • Perform additional duties as required to uphold service excellence.

Qualifications and Skills

  • Proven experience in customer service is essential.
  • Prior experience in the hotel industry is preferred.
  • Ability to maintain a positive demeanor in all situations.
  • Strong computer proficiency is required.
  • Capability to lift and move items weighing up to 30 pounds.
  • Flexibility to work various shifts, including mornings, evenings, weekends, and holidays.
  • Excellent verbal communication skills are necessary.
  • A strong sense of teamwork is essential.
  • Experience with Opera software is a plus.
Physical Requirements
  • Ability to stand, bend, or stoop for extended periods.
  • Ability to lift items weighing up to 20 pounds.

Additional Information

The hospitality industry operates continuously, requiring adaptability in shift assignments and responsibilities as needed. A welcoming service atmosphere is paramount at all times. This job description is not intended to create an employment contract or guarantee employment. Employment is at-will and may be terminated by either party at any time.

Choice Hotels is an equal opportunity employer, making decisions without regard to age, race, religion, national origin, gender, sexual orientation, gender identity, disability, veteran status, genetic information, or other protected categories. Pre-employment drug tests and background checks are mandatory. We participate in E-Verify and do not consider individuals ineligible to work in the United States.