Guest Services Coordinator

1 week 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 high standards of excellence.

KEY RESPONSIBILITIES:

  1. Warmly greet guests immediately with a friendly and genuine welcome. Utilize a positive and clear speaking voice, actively listen to requests, respond appropriately, and provide accurate information regarding outlet hours and local attractions.
  2. Complete the check-in process by entering and retrieving information 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 number and rate.
  3. Verify and imprint credit cards for authorization 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 using the computer system.
  4. Promptly answer incoming calls with positive and clear communication. Input messages into the computer system. Retrieve messages and relay the content to guests. Collect mail, small packages, and faxes for customers as requested.
  5. Finalize guest accounts at check-out and ensure satisfaction. In cases of dissatisfaction, negotiate compromises, which may include authorizing revenue allowances.
  6. Address guest complaints, conducting thorough investigations to develop effective solutions and negotiate outcomes. Listen attentively and provide assistance to resolve issues such as pricing disputes, inadequate heating or air conditioning, etc. Maintain composure and alertness, especially during emergencies and busy hotel operations.
  7. Adhere to attendance policies and be available to work regularly.
  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 tickets in the past three years).

Availability to work flexibly from 6:00 AM to 2:30 AM, including overnight shifts as required.

Must be willing to work at both hotel locations.

SKILLS AND QUALIFICATIONS:

Ability to communicate effectively in English. Self-motivated with a calm demeanor. Maintain a professional appearance and conduct at all times. Capable of effectively communicating 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 engage 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 both guests and associates, your work habits should consistently meet and strive to exceed hotel standards for procedures, appearance, punctuality, and attendance. You should be adaptable to changes in your work environment and hotel procedures, with a willingness to learn new skills and improve existing ones. You should also be capable of solving routine problems that arise on the job and seek assistance when uncertain about tasks.

Safety & Security:

The safety and security of our guests and associates is of utmost importance to Crescent Services. Every associate should adhere to hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, handling 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. 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 an "at-will" employee.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

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