Guest Services Coordinator

2 weeks ago

Oklahoma City, Oklahoma, United States The National Full time
Job Overview

Position Summary: The Front Desk Supervisor plays a crucial role in ensuring exceptional guest experiences in a dynamic hospitality environment. This position requires a genuine commitment to meeting the needs of guests while fostering a welcoming atmosphere.

Key Responsibilities:

  • Deliver outstanding service by engaging with guests and visitors in a warm and professional manner, ensuring their inquiries are addressed promptly.
  • Efficiently manage the check-in process for guests with reservations, while also accommodating walk-in visitors seeking lodging.
  • Establish accurate guest accounts based on individual preferences, including room types and payment methods.
  • Handle room changes swiftly to enhance guest satisfaction.
  • Maintain comprehensive knowledge of hotel offerings, including rates, amenities, and local attractions, to assist guests effectively.
  • Support the training and development of Front Desk Agents, fostering a knowledgeable and skilled team.
  • Collaborate with management to provide constructive feedback and uphold company standards.
  • Assist guests with inquiries about local events and attractions, enhancing their overall experience.
  • Address guest concerns with empathy, ensuring timely resolution and service recovery when necessary.
  • Process guest check-outs efficiently, adhering to established accounting procedures.
  • Respond courteously to inquiries from guests, visitors, and colleagues, providing accurate information.
  • Ensure proper key control and adhere to security protocols.
  • Participate in safety training and maintain awareness of emergency procedures to ensure a secure environment.
  • Work collaboratively with other departments, exemplifying teamwork and mutual respect.
  • Communicate essential guest information to relevant departments to ensure seamless service delivery.
  • Manage lost and found items responsibly.
  • Report any incidents or maintenance issues to management to maintain guest satisfaction.
  • Uphold professional appearance and grooming standards at all times.
  • Maintain confidentiality regarding guest and hotel information.
  • Perform additional duties as assigned.

Qualifications:

  • Excellent verbal and written communication skills in English.
  • Strong customer service orientation with a passion for guest satisfaction.
  • Ability to manage challenging situations with grace and professionalism.
  • Proficient in computer operations and data entry.
  • Prior experience in hospitality or a related field is preferred.
  • Flexibility to work various shifts as needed.

This role is essential for maintaining the high standards of service that The National is known for, ensuring every guest feels valued and welcomed.

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