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Guest Services Coordinator

2 months ago

New Orleans, Louisiana, United States International House Hotel Full time
Job Overview

Position: Front Desk Supervisor

Reports to the Guest Service Manager or designated authority.
Classification: Non-Exempt

Role Summary:
The Front Desk Supervisor plays a crucial role in the front office operations, ensuring optimal room occupancy, revenue generation, and guest satisfaction. This position assists the Guest Services Manager in maintaining high standards of guest service and operational accuracy.


Key Responsibilities:
  • Proactively anticipate and address guest needs, ensuring prompt and courteous service during check-in and check-out.
  • Possess a comprehensive understanding of the duties of the front office staff and be prepared to perform these tasks as necessary.
  • Effectively resolve guest complaints to ensure satisfaction in every interaction.
  • Master the operational systems utilized at the front desk, handling daily transactions with precision.
  • Collaborate with Housekeeping and Engineering to address guest room requests and maintenance issues.
  • Support the Guest Service Manager with special requests and group arrangements.
  • Implement initiatives to enhance guest service quality.
  • Monitor occupancy levels to maximize hotel revenue.
  • Adhere to cash handling protocols, including the accurate processing of payments.
  • Foster a cooperative and friendly work environment among team members.
  • Promote a culture of exceptional guest service, ensuring a positive experience for all guests.
  • Follow up on guest feedback to ensure satisfaction.
  • Encourage a positive workplace culture emphasizing integrity and teamwork.
  • Comply with safety and security procedures as outlined by the property.
  • Perform additional tasks as assigned by management.

Essential Skills and Qualifications:
  • Strong work ethic and independent judgment.
  • Demonstrated customer service and problem-solving abilities.
  • Regular attendance and punctuality.
  • Flexibility to work varied schedules, including weekends and holidays.
  • Ability to focus on tasks and complete assignments in a timely manner, even amidst interruptions.
  • Proficiency in Microsoft Office Suite or similar software.
  • Familiarity with hotel operating systems is preferred.
  • Competence in using various technology platforms, including computers and mobile devices.
  • Ability to maintain confidentiality and build strong relationships with staff and guests.
  • Calm demeanor in high-pressure situations, particularly when addressing concerns from guests or staff.
  • Willingness to participate in team meetings and contribute to departmental goals.

Physical Requirements:
  • Ability to sit, stand, and walk for extended periods.
  • Capability to bend, stoop, and lift up to fifty (50) pounds.
  • Good communication skills, both verbal and written.
  • Ability to manage multiple tasks and meet deadlines under pressure.
  • Knowledge of first aid and emergency procedures.

Minimum Qualifications:
  • High school diploma; degree in hospitality or related field preferred.
  • Four years of customer service experience, with at least one year in a supervisory role.
  • Hospitality experience is highly desirable.
  • Proficiency in Microsoft Office Suite or similar software.
  • Excellent communication skills; additional languages are a plus.

This job description outlines the primary functions of the role but is not exhaustive. Additional responsibilities may be assigned as needed.

International House Hotel is an equal opportunity employer committed to diversity and inclusion in the workplace. We celebrate the unique contributions of all employees and strive to create an environment where everyone feels valued and respected.