Guest Services Coordinator

2 weeks ago

Stone Mountain, Georgia, United States Crescent Services Full time
JOB SUMMARY: Welcome and register visitors, deliver prompt and courteous assistance, and finalize guest accounts upon departure to uphold Crescent Services and brand excellence.

KEY RESPONSIBILITIES:

  1. Welcome guests immediately with a warm and genuine greeting. Utilize a positive and clear speaking voice, actively listen to requests, respond appropriately, and provide accurate information regarding service hours and local attractions.
  2. Complete the check-in process by entering and retrieving data from a computer system, confirming essential details such as guest count and room rate. Promote Crescent Services and brand marketing initiatives. Make suitable room selections based on guest preferences. Code electronic keys and non-verbally confirm room assignments and rates.
  3. Authenticate and imprint credit cards for approval using electronic methods. Manage cash transactions, provide change, and balance an assigned cash drawer. Accept and document vouchers, traveler's checks, and other payment forms. Post charges to guest rooms and house accounts via the computer system.
  4. Promptly respond to phone inquiries using positive and clear communication. Record messages in the computer system. Retrieve messages and relay their content to guests. Collect mail, small packages, and faxes for customers upon request.
  5. Finalize guest accounts at checkout and ensure satisfaction. In cases of dissatisfaction, negotiate solutions, which may include authorizing revenue adjustments.
  6. Address guest complaints, conducting thorough investigations to identify effective solutions and negotiate outcomes. Listen attentively and provide assistance to resolve issues such as pricing disputes, inadequate heating or cooling, etc. Maintain composure and alertness, especially during emergencies and busy hotel operations.
  7. Adhere to attendance policies and be available for regular shifts.
  8. Perform any other job-related tasks as assigned.
ADDITIONAL REQUIREMENTS:

Must possess a valid driver's license with a clean driving record.

Passing the Motor Vehicle Record (MVR) check is mandatory (no accidents or violations in the past three years).

Availability for flexible shifts from 6:00 AM to 2:30 AM, including overnight shifts as needed.

Must be able to work at both hotel locations.

SKILLS AND QUALIFICATIONS:

Ability to communicate effectively in English. Self-motivated with a balanced demeanor. Maintain a professional appearance and conduct at all times. Capable of effectively interacting with guests. Willingness to assist colleagues with their responsibilities and work collaboratively as a team. Proficient in using a calculator for moderately complex mathematical calculations without error. Ability to effectively manage interactions with internal and external customers, some of whom may require high levels of patience, tact, and diplomacy to resolve conflicts and gather accurate information. Ability to stand and move throughout the front office while continuously performing essential job functions. Proficient in accessing and accurately inputting information using a moderately complex computer system. Ability to observe and identify signs of emergency situations. Ability to establish and maintain effective working relationships with colleagues, customers, and patrons.

PERFORMANCE EXPECTATIONS:

Work Habits:

To ensure a positive experience for guests and associates, your work habits should consistently meet and strive to exceed hotel standards for procedures, attire, grooming, punctuality, and attendance. Adaptability to changes in work areas and hotel procedures is essential, along with a willingness to learn new skills and improve existing ones. Ability to solve routine problems that arise on the job and seek assistance when uncertain about tasks is expected.

Safety & Security:

The safety and security of our guests and associates is paramount at Crescent Services. Every associate must adhere to hotel security policies and procedures, particularly regarding key control, handling heavy objects, using chemicals, and effectively reporting safety hazards and concerns.

NOTE:

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate's supervisor.

This description is subject to change at the discretion of the Company and does not create an employment contract, implied or otherwise; each associate remains, at all times, an "at-will" associate.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

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