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Guest Services Coordinator

2 months ago

Covington, Kentucky, United States Embassy Cincinnati Rivercenter Full time

Position Overview:

The Guest Services Coordinator plays a pivotal role in supporting the Front Desk Manager and/or General Manager by delivering attentive, courteous, and efficient service to all guests before their arrival and throughout their stay. This position is also crucial in optimizing room revenue and occupancy rates.

Key Qualifications:

  • Minimum of 2 to 3 years of progressive experience in the hospitality industry or a related field is required. A High School diploma or equivalent is necessary.
  • Completion of college coursework in a relevant field is advantageous.
  • Prior supervisory experience is preferred.
  • A valid driver's license for the applicable state is mandatory.
  • Ability to communicate information and ideas clearly is essential.
  • Quick and accurate evaluation and selection among alternative courses of action are required.
  • Capability to perform well in high-pressure situations, including effectively managing guest objections and disputes.
  • Proactive approach to job responsibilities, anticipating needs before they arise.
  • Maintaining composure and objectivity under pressure is critical.
  • Effective problem-solving skills, including the ability to identify, prevent, and resolve issues as they arise.
  • Ability to assimilate complex information from various sources and adapt it to meet specific needs.
  • Strong listening skills to understand and clarify concerns raised by guests and colleagues.
  • Basic understanding of financial information and arithmetic functions is necessary.

Core Responsibilities:

  • Engage with guests and associates in a friendly, service-oriented manner.
  • Maintain regular attendance in accordance with hospitality standards, adapting to the hotel's scheduling needs.
  • Uphold high standards of personal appearance and grooming, including wearing the designated uniform and name tag.
  • Adhere to all hospitality standards and regulations to promote safe and efficient hotel operations.
  • Exhibit a warm and welcoming demeanor at all times.
  • Set the benchmark for guest relations at the front desk.
  • Gather all necessary information when processing room reservations.
  • Monitor requests from VIP and special guests.
  • Review the Front Office log and Trace File on a daily basis.
  • Comprehend and execute all relevant aspects of the front desk computer system.
  • Ensure timely and professional logging and delivery of messages, packages, and mail.
  • Stay informed about current rates, packages, and promotions.
  • Familiarize oneself with all in-house groups.
  • Be aware of all closed-out and restricted dates.
  • Follow and enforce all hotel credit policies.
  • Perform all duties of a Front Desk Agent as needed.
  • Complete and ensure accurate filing of bucket checks, room rate verification reports, and housekeeping reports.
  • Maintain proper operation of the P.B.X. console, ensuring compliance with hospitality standards.
  • Foster good communication and teamwork with fellow associates and other hotel departments.
  • Assist the General Services Manager in ensuring associates adhere to hospitality standards.
  • Possess knowledge of and assist in all emergency procedures as required.
  • Oversee the check-in and check-out process for guests, ensuring a friendly and efficient experience.
  • Complete all tasks and duties on the shift checklist promptly and efficiently.
  • Ensure associates remain attentive, friendly, helpful, and courteous to all guests and colleagues.
  • Maximize room revenue through effective Rooms Merchandising.
  • Respond to all guest inquiries in a timely and professional manner.
  • Participate in departmental meeting planning and execution.
  • Help maintain productivity levels in line with budgeted standards.
  • Perform any other duties as assigned by management.
  • Assist in the training of new hires and current associates regularly.
  • Attend meetings as required by management.

Company Overview:

As a leader in third-party hotel management, our extensive portfolio includes over 1,550 hotels across all 50 states and 22 countries, featuring top international lodging brands, luxury hotels, destination resorts, and lifestyle hotels. Our associates are dedicated to providing exceptional service to our guests and achieving outstanding results, thriving in a culture that inspires excellence.

Benefits:

After an initial waiting period, full-time employees are eligible for a competitive benefits package that includes:

  • Daily Pay options available.
  • Medical, Dental, and Vision Coverage.
  • Short-Term and Long-Term Disability Income.
  • Term Life and AD&D Insurance.
  • Paid Time Off.
  • Employee Assistance Program.
  • 401k Retirement Plan.