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Guest Services Coordinator

2 months ago

Cambria, California, United States Common Thread Hotels Full time
Position Overview:

The Guest Services Coordinator plays a vital role in ensuring a welcoming atmosphere for all visitors. This position involves registering guests, explaining accommodations, and establishing payment methods. Additionally, the coordinator will assist with the checkout process, preparing and clarifying bills to ensure transparency.

Key Responsibilities:

  • Welcome and register guests, providing detailed information about their accommodations.
  • Manage guest check-out procedures, ensuring accurate billing and payment processing.
  • Respond to a variety of guest inquiries and requests, offering personalized recommendations to enhance their experience.
  • Maintain compliance with hotel policies while addressing additional guest needs.

Essential Skills:

  • Effective communication skills to convey information clearly.
  • Active listening to understand guest needs and respond appropriately.
  • Performance monitoring to identify areas for improvement.
  • Strong comprehension of written materials related to the role.
  • Logical reasoning to evaluate solutions and approaches to challenges.

Social Competencies:

  • Deliver outstanding customer service to all guests.
  • Recognize and understand guest reactions and emotions.
  • Proactively seek opportunities to assist guests.
  • Adapt actions based on guest interactions.
  • Facilitate collaboration among team members to resolve issues.

Resource Management:

  • Efficiently manage personal and team time.
  • Ensure the appropriate use of hotel resources and equipment.

Daily Tasks:

  • Greet and assign rooms to guests.
  • Coordinate with housekeeping and maintenance for guest requests.
  • Issue room keys and provide instructions to bell staff.
  • Verify guest credit and payment methods.
  • Maintain accurate records of room availability and guest accounts.
  • Post charges and review accounts with guests during checkout.
  • Handle guest feedback and complaints, escalating issues as necessary.

Work Environment:

  • Engage with guests and staff in a dynamic environment.
  • Utilize technology to manage guest information and communications.
  • Perform tasks that require standing and moving throughout the shift.

Physical Requirements:

The role demands physical stamina, including standing and walking for extended periods, as well as the ability to lift up to 25 lbs. Reasonable accommodations may be made for individuals with disabilities.

Technology Proficiency:

  • Familiarity with hotel management software and communication tools.
  • Proficient in using office applications for data management.