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Guest Services Coordinator

2 months ago

Vergennes, Vermont, United States Highgate Full time

Overview

The Guest Services Coordinator plays a vital role in delivering exceptional service to all visitors during their arrival, throughout their stay, and at departure, while optimizing room revenue and occupancy rates.

Key Responsibilities

  • Warmly greet and welcome all guests approaching the reception area in line with Highgate standards.
  • Ensure proper functioning of the PBX system and uphold all hotel standards (if applicable).
  • Respond promptly to guest inquiries regarding hotel amenities, services, and operational hours.
  • Manage the logging and delivery of packages, mail, and messages to guests and meeting spaces.
  • Review the Front Office log and Trace File on a daily basis.
  • Provide information to guests about dining options, transportation, entertainment, and more.
  • Adhere to all cash handling and credit policies.
  • Stay informed about all rates, packages, and special offers as outlined in the Red Book.
  • Familiarize yourself with all in-house groups.
  • Be aware of closed-out and restricted dates.
  • Collect all necessary details when processing room reservations and follow the rate-quoting procedure.
  • Understand hospitality terminology.
  • Be knowledgeable about emergency protocols and assist as required.
  • Conduct check-ins and checkouts in a friendly, efficient, and courteous manner.
  • Utilize proper two-way radio etiquette when communicating with colleagues.
  • Fully understand and operate all relevant aspects of the Front Desk computer system.
  • Complete all tasks and responsibilities on the shift checklist in a timely and efficient manner.
  • Perform and finalize a bucket check, room rate verification report, and housekeeping report.
  • Balance and prepare individual paperwork for shift closure according to hotel standards.
  • Promote and maintain guest programs and promotions.
  • Keep a tidy work environment.
  • Assist guests with safe deposit box inquiries.

Qualifications

  • Relevant college coursework is beneficial.
  • Experience in hospitality or a related field is preferred.
  • A High School diploma or equivalent is required.
  • Proficiency in computer operations is necessary.
  • Customer service experience is preferred.
  • Flexibility and the ability to work long hours may be required.
  • Light physical work - occasionally exerting up to 20 pounds of force, and/or frequently or constantly lifting, carrying, pushing, pulling, or moving objects up to 10 pounds.
  • Ability to stand for the duration of the shift.
  • Maintain a warm and welcoming demeanor at all times.
  • Effective verbal and written communication skills with all levels of staff and guests in a friendly, courteous, and service-oriented manner.
  • Strong listening skills to understand and clarify concerns raised by guests and staff.
  • Ability to multitask and prioritize departmental responsibilities to meet deadlines.
  • Approach all interactions with guests and employees in a friendly, courteous, and service-oriented manner.
  • Attend all required meetings and training sessions.
  • Maintain regular attendance in accordance with Highgate standards, as required by scheduling needs.
  • Uphold high standards of personal appearance and grooming, including wearing the appropriate uniform and nametag.
  • Comply with Highgate standards and regulations to promote safe and efficient hotel operations.
  • Maximize productivity efforts, identify problem areas, and assist in implementing solutions.
  • Effectively handle problems, including anticipating, preventing, identifying, and resolving issues as necessary.
  • Ability to comprehend and apply complex information and data from various sources to achieve objectives.
  • Willingness to cross-train in other hotel-related areas.
  • Maintain confidentiality of sensitive information.
  • Show initiative by anticipating guest or operational needs.
  • Perform additional duties as requested by management.
  • Knowledge of food handling is a plus.