Guest Services Coordinator

2 weeks ago

Macon, Georgia, United States Mainsail Lodging & Development Full time

Guest Services Coordinator

Department: Front Office

Reports to: Assistant Front Office Manager

Status: Non-Exempt

This position as a Guest Services Coordinator encompasses a variety of responsibilities, including Front Desk operations, Bell Service, and Concierge duties. The Coordinator is the initial point of contact for guests, tasked with delivering a distinctive, professional, and welcoming experience upon arrival and departure.

Key Responsibilities

  • Engage with guests to provide outstanding customer service and share insights about the hotel, utilizing personalized interactions.
  • Demonstrate comprehensive knowledge of hotel functions and the unique narrative of the property to enhance guest experiences.
  • Facilitate mobile check-ins and ensure seamless service in remote check-in areas, adhering to company and brand standards.
  • Encourage guest participation in the hotel loyalty program, including enrolling new members.
  • Handle payment methods, issue room keys, and maintain guest confidentiality throughout their stay.
  • Guide guests to their accommodations based on preferences, paying attention to nonverbal cues for a memorable experience.
  • Address and resolve guest billing inquiries and concerns effectively.
  • Utilize the *Empower* guest experience tool to track and manage guest requests and preferences in line with company guidelines.
  • Complete all necessary front office reports, pre-arrival preparations, and checklists as directed by management.
  • Act as a concierge by providing local recommendations for shopping, dining, and entertainment, and assist with reservations or tours.
  • Assist with guest luggage and manage the receipt, storage, and delivery of luggage and mail.
  • Respond to guest inquiries and resolve issues using established empowerment protocols.
  • Adhere to scheduled shifts and comply with break and lunch policies.
  • Report accidents, injuries, and unsafe conditions to management; participate in safety training and certifications.
  • Communicate clearly and professionally with others; prepare and review documents accurately; answer phones with proper etiquette.
  • Foster positive working relationships with colleagues.
  • Report any suspicious activities or unusual items to hotel management or the loss prevention team.
  • Monitor guest behavior in public areas and rooms for any irregularities.
  • Exhibit initiative and manage tasks with minimal supervision.
  • Follow all hotel policies and procedures as outlined in the employee handbook.
  • Maintain cleanliness and organization of the work area.
  • Perform additional duties as requested by management to enhance guest service.

Qualifications

Education & Experience

  • High School diploma or equivalent.
  • Prior experience in hospitality is preferred.
  • Experience with Lightspeed PMS is advantageous.
  • Exceptional customer service skills.
  • Strong verbal and written communication abilities.

Physical Requirements

  • Ability to sit or stand for extended periods.
  • Capability to bend and lift up to 40 lbs.
  • Clear communication skills.
  • Corrected vision within normal range.
  • Willingness to work long hours as necessary.

Mental Requirements

  • Ability to make quick, sound judgments.
  • Manage multiple tasks while meeting deadlines.
  • Work independently and provide direction to others.
  • Handle diverse personalities within the workplace and community.
  • Maintain confidentiality at all times.
  • Effectively manage stress and high-pressure situations.
  • Anticipate, identify, and resolve workplace challenges as needed.

Notice: The hospitality industry operates 24/7, and employees must be flexible to accommodate business needs, including shift changes. A hospitable service atmosphere is essential at all times.

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Mainsail Lodging & Development is an equal opportunity/affirmative action employer committed to building a diverse and inclusive workforce. We ensure equal employment opportunities without discrimination based on any protected characteristic.

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