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Guest Services Coordinator

2 months ago

Battle Creek, Michigan, United States Hampton Battle Creek Full time

Position Overview:

The Guest Services Coordinator plays a vital role in supporting the Front Desk Manager and/or General Manager by delivering attentive, courteous, and efficient service to all guests before their arrival and throughout their stay. This position is also tasked with optimizing room revenue and occupancy rates.

Key Qualifications:

  • Minimum of 2 to 3 years of progressive experience in hospitality or a related sector is required. A High School diploma or equivalent is mandatory.
  • Relevant college coursework is advantageous.
  • Previous experience in a supervisory role is preferred.
  • A valid driver's license for the applicable state is required.
  • Strong communication skills to convey information and ideas effectively.
  • Ability to quickly and accurately evaluate and select among alternative courses of action.
  • Capability to perform well in high-pressure situations, including managing guest objections and disputes effectively.
  • Proactive approach to job responsibilities, anticipating needs before they arise.
  • Maintain composure and objectivity under stress.
  • Skilled in problem-solving and identifying potential issues before they escalate.
  • Adept at assimilating complex information from various sources and adjusting to meet specific needs.
  • Effective listening skills to understand and clarify concerns raised by guests and colleagues.
  • Basic financial literacy and arithmetic skills are essential.

Core Responsibilities:

  • Engage with guests and team members in a friendly, service-oriented manner.
  • Adhere to attendance standards as required by scheduling, which may vary based on hotel needs.
  • Uphold high standards of personal appearance and grooming, including wearing the designated uniform and name tag.
  • Comply with all company standards and regulations to promote safe and efficient hotel operations.
  • Maintain a warm and welcoming demeanor at all times.
  • Set a benchmark for guest relations at the front desk.
  • Gather all necessary information when processing room reservations.
  • Monitor and fulfill all VIP and special guest requests.
  • Review the Front Office log and Trace File on a daily basis.
  • Fully understand and execute all relevant functions of the front desk computer system.
  • Ensure timely and professional logging and delivery of messages, packages, and mail.
  • Stay informed about all rates, packages, and promotions currently available.
  • Familiarize oneself with all in-house groups.
  • Be aware of all closed-out and restricted dates.
  • Enforce all hotel credit policies effectively.
  • Perform all duties of a Front Desk Agent as needed.
  • Complete and ensure accurate filing of bucket checks, room rate verification reports, and housekeeping reports.
  • Oversee the proper operation of the P.B.X. console, ensuring compliance with company standards.
  • Foster good communication and teamwork with fellow associates and other departments within the hotel.
  • Assist the General Services Manager in ensuring adherence to company standards.
  • Be knowledgeable about and assist in all emergency procedures as required.
  • Ensure all guests are checked in and out in a friendly, efficient, and courteous manner.
  • Complete all tasks and duties on the shift checklist in a timely manner.
  • Ensure associates are consistently attentive, friendly, and helpful to all guests and team members.
  • Maximize room revenue through effective Rooms Merchandising.
  • Respond to all guest inquiries in a professional and timely manner.
  • Participate in departmental meetings and planning sessions.
  • Help maintain productivity levels in line with budgeted standards.
  • Perform any additional duties as assigned by management.
  • Assist in the training of new hires and current associates regularly.
  • Attend meetings as required by management.