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Guest Services Coordinator

2 months ago

Green Bay, Wisconsin, United States StepStone Hospitality Inc. Full time
Job Overview

As a vital member of StepStone Hospitality Inc., the Front Desk Agent plays a crucial role in ensuring a seamless experience for our guests. This position encompasses a variety of responsibilities aimed at delivering exceptional service and maintaining operational efficiency.

Key Responsibilities

1. Administrative Duties

  • Manage guest check-ins and room assignments efficiently.
  • Provide room keys and detailed instructions to guests or Guest Service Agents.
  • Organize and monitor incoming correspondence, including mail and messages.
  • Utilize various communication methods to relay messages accurately.
  • Respond to guest inquiries regarding hotel amenities, registration, and local attractions.
  • Maintain accurate records of room availability and pricing.
  • Process guest bills, handle payments, and provide change as necessary.
  • Facilitate reservations and modifications through multiple communication channels.
  • Post charges to guest accounts in the event of system outages.
  • Assist guests with transportation and entertainment bookings.
  • Safeguard guest valuables in the hotel safe.
  • Demonstrate proficiency in various office software applications.
  • Possess comprehensive knowledge of nightly operations, including audits.

2. Support Functions

  • Exhibit strong command of the English language for effective communication with guests and team members.
  • Provide accurate reporting and documentation as required.
  • Assist with various administrative tasks as needed.
  • Adhere strictly to StepStone and hotel policies and procedures.
  • Participate in mandatory meetings and training sessions.

3. Professional Conduct

  • Complete tasks with thoroughness and professionalism.
  • Adapt to high-pressure situations and embrace change.
  • Take ownership of personal development and growth.
  • Maintain a professional demeanor and appearance at all times.

4. Communication Skills

  • Understand and promote the core values and mission of StepStone.
  • Communicate ideas and information clearly and effectively.
  • Practice active listening to understand guest needs.
  • Timely convey important information to relevant parties.
  • Resolve conflicts respectfully and maintain positive relationships with colleagues.
Requirements

Essential Qualifications:

  • Ability to lift a minimum of 20 pounds.
  • Capable of performing tasks that require pushing, bending, and manual dexterity.
  • Strong hearing, writing, and typing skills.
  • Additional lifting and pulling capabilities of at least 20 pounds.
  • Other responsibilities may be assigned as necessary.

Preferred Qualifications:

  • Comprehensive knowledge of hotel operations and departments.
  • Strong mathematical and computer skills.
  • High school diploma required; relevant training and experience preferred.
  • CPR and first aid certification preferred.
  • Proficiency in additional languages is a plus.

StepStone Hospitality Inc. is an equal opportunity employer.