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Guest Services Coordinator
2 months ago
Location:
Riverfront Hotel
At Omni Hotels and Resorts, we are dedicated to crafting genuine and memorable guest experiences across our portfolio of over 50 luxurious hotels and resorts located in prime business and leisure destinations throughout North America. Our esteemed reputation is built on a foundation of exceptional service, cultural authenticity, and innovative practices. We pride ourselves on fostering a supportive environment that encourages career growth and cultivates long-term loyalty among our team members.
Job Overview:
As a Guest Services Coordinator, you will play a pivotal role in delivering a five-star welcome and farewell experience for each guest, acting as a key ambassador throughout their stay. You will be the first point of contact for our guests, extending a warm greeting, providing essential information about the hotel and surrounding area, and showcasing our extensive range of upscale amenities and services.
Key Responsibilities:
- Facilitate guest check-ins and check-outs in accordance with Omni's Moments of Service and Standard Operating Procedures.
- Listen attentively to guest inquiries and respond appropriately.
- Establish accurate accounts for each guest upon check-in, tailored to their preferences (room type, payment method, etc.).
- Manage room blocking in the system and ensure all requirements are met.
- Pre-register designated guests and prepare key packets efficiently.
- Communicate relevant guest information to appropriate departments/personnel (e.g., special requests, amenity delivery).
- Uphold confidentiality regarding all guest and hotel information.
- Demonstrate meticulous attention to detail to ensure the security of guest room access.
- Comprehend and execute all Omni accounting standards to guarantee accurate settlement of folios, routing of charges, and adjustments.
- Maintain comprehensive guest history files.
- Swiftly accommodate room changes as needed.
- Document all guest requests, complaints, or issues immediately and notify the relevant department/personnel for resolution. Follow up to ensure completion and guest satisfaction.
- Issue safe deposit boxes to guests and ensure the security of keys.
- Monitor, send, and distribute guest faxes as required.
- Generate, print, and distribute daily and weekly reports.
- Resolve discrepancies on the room status report in collaboration with Housekeeping.
- Maintain thorough knowledge of all hotel features/services, hours of operation, room types, layouts, decor, rates, special packages, and promotions.
Qualifications:
- Exceptional verbal and written communication skills in English, with the ability to engage with guests, management, and colleagues both in person and over the phone.
- Proficient in accurately and efficiently entering information into computer systems.
- Ability to collaborate effectively with team members across departments.
- Strong mathematical skills for accurate calculations.
- Capacity to think clearly and make informed decisions promptly.
- Excellent organizational skills with the ability to prioritize tasks and follow up effectively.
- Ability to thrive under pressure, managing multiple arrivals and departures within tight timeframes.
- Prior experience in customer service is essential.
- Previous experience at a hotel front desk is highly preferred.
- Experience in hotel operations and/or cash handling is advantageous.
- Fluency in a second language is a plus.
- Prior training in guest relations is preferred.
- Physical ability to stand for extended periods and lift up to 30 pounds.
- Availability to work flexible AM and PM shifts, including weekends and holidays, is required.
Omni Hotels & Resorts is an equal opportunity employer - veterans/disability. We uphold the principles of diversity and inclusion in our hiring practices.
