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Guest Services Coordinator

2 months ago

Tacoma, Washington, United States Motel 6 -- Tacoma Full time
Job Overview

The Guest Services Coordinator plays a pivotal role in managing the front desk operations and lobby area, ensuring that patrons receive exceptional service in alignment with Motel 6 Brand Standards.

This position involves providing warm and attentive front desk assistance to guests, while ensuring that all financial transactions are handled accurately and efficiently.

Key responsibilities include welcoming guests, facilitating check-ins and check-outs, managing room assignments, issuing keys/cards, relaying messages, maintaining records of occupied rooms and guest accounts, processing reservations, and presenting bills to departing guests.

It is essential to deliver consistently prompt and courteous service that meets high-quality standards, fostering guest satisfaction and encouraging repeat visits.

Additionally, the role requires inspecting guest accommodations and common areas to ensure compliance with Brand Standards, confirming that all facilities are ready for guests.

In case of emergencies, the Guest Services Coordinator must respond swiftly to various situations, including police, fire, and other urgent incidents.

Core Responsibilities:

  • Manage all aspects of guest check-ins/check-outs, room bookings, requests, modifications, and cancellations; warmly greet and register guests.
  • Secure payments; verify and adjust billing as necessary. Confirm payment methods and compute bills, collecting payments and providing change as needed.
  • Lead the team through ongoing training and mentorship, setting a positive example.
  • Stay informed about hotel policies regarding room rates, discounts, and special promotions.
  • Issue room keys and provide guests with information about room features, property amenities, services, and local attractions.
  • Maintain accurate records of room availability and guest accounts.
  • Perform bookkeeping tasks, including cash deposits, daily audits, report generation, and posting payments to guest accounts.
  • Address guest feedback or complaints, escalating issues to the General Manager when necessary.
  • Prepare housekeeping schedules for both move-out and stay-over cleans.
  • Inspect and stock housekeeping carts to ensure readiness for service.
  • Ensure guest rooms and public areas meet health and safety standards.
  • Create an environment that promotes consistent guest satisfaction, regularly soliciting feedback to gauge service quality.
  • Maintain proficiency in all hotel computer and software systems.
  • Assist colleagues in their duties as needed to ensure guest-ready rooms and exceptional service.
  • Respond to emergency situations as required.
  • Perform other duties as assigned.

Key Competencies:

  • Proactive – Demonstrates a commitment to effective job performance by taking initiative and following through on tasks.
  • Adaptability – Shows the ability to adjust to new and changing circumstances.
  • Conflict Resolution – Effectively mediates disputes and negotiates agreements among individuals and groups.
  • Reliability – Exhibits responsible behavior, including punctuality and attention to detail.
  • Integrity – Upholds strong ethical standards and work principles.
  • Interpersonal Skills – Effectively collaborates with others.
  • Professionalism – Maintains a positive and professional demeanor.

Qualifications:

Strong interpersonal skills for engaging with both guests and staff.

  • Proficient in computer operations, including Microsoft Office Suite and hotel management systems.
  • Exhibits a friendly and cooperative attitude, especially in challenging situations.
  • Maintains a professional appearance and demeanor.
  • Self-motivated with the ability to prioritize tasks and manage multiple responsibilities under pressure.

Physical Requirements:

The physical demands of this role may include standing, walking, sitting, using hands for various tasks, reaching, climbing stairs, and occasional lifting of up to 25 pounds.

Job Types: Full-time, Part-time