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Guest Services Coordinator

2 months 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 role is integral to creating a welcoming atmosphere, as the Guest Services Coordinator will oversee Front Desk operations, Bell Service, and Concierge duties. This position is pivotal in crafting a memorable arrival and departure experience for guests.

Key Responsibilities

• Deliver exceptional customer service by engaging with guests and utilizing personalized approaches, including addressing them by name.

• Possess comprehensive knowledge of hotel features and history to effectively share with guests.

• Manage mobile check-ins and ensure seamless service in designated areas, adhering to company and brand standards.

• Actively promote the hotel loyalty program and assist in enrolling new guests.

• Handle payment methods, issue room keys, and maintain guest confidentiality throughout their stay.

• Escort guests to their rooms, paying attention to preferences and nonverbal cues to enhance their experience.

• Address and resolve any billing inquiries or concerns from guests.

• 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.

• Provide concierge services by offering local insights for shopping, dining, and entertainment, and assist in making reservations or arranging tours.

• Support guests with their luggage and manage the receipt, storage, and delivery of luggage and mail.

• Respond to guest inquiries and concerns, utilizing empowerment guidelines to resolve issues effectively.

• Adhere to scheduled shifts and comply with break and lunch protocols.

• Report any accidents, injuries, or unsafe conditions to management and complete required safety training.

• Communicate clearly and professionally with guests and colleagues, ensuring all written documents are accurate and complete.

• Foster positive working relationships with team members and guests alike.

• Report any suspicious activities or unusual items to hotel management or the loss prevention team.

• Maintain a clean and organized work area, following all hotel policies and procedures as outlined in the team member handbook.

Qualifications

Education & Experience

• High School diploma or equivalent.

• Previous experience in hospitality is preferred.

• Familiarity with Lightspeed PMS is a plus.

• Strong customer service and communication skills, both verbal and written.

Physical Requirements

• Ability to sit or stand for extended periods.

• Capability to lift and pull up to 40 lbs.

• Clear communication abilities.

• Corrected vision within normal range.

• Willingness to work long hours as needed.

Mental Requirements

• Ability to make quick, sound judgments.

• Manage multiple tasks while meeting deadlines.

• Work independently and provide direction to others when necessary.

• Handle various personalities effectively within the workplace.

• Maintain confidentiality at all times.

• Thrive in high-pressure situations and effectively address workplace challenges.

Note: The hospitality industry operates 24/7, and flexibility in scheduling may be required. A hospitable service atmosphere must be maintained at all times.

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