Guest Service Coordinator

Scope of Position

The Guest Services Coordinator will be responsible for providing courteous and expedient service to hotel VIP guests. He/she serves as the guest personal contact prior to arrival, throughout guest stay and post departure. The coordinator works with many departments throughout the hotel to ensure requests are met in a timely manner. He/she will promote a luxury environment and develop ideas to enhance VIP guests’ experience.

Position Requirements

• Professional demeanor appropriate for a luxury environment.
• Minimum 1-2 years of luxury hotel experience required or equivalent.
• Possess outstanding guest services skills, professional presentation, and sophisticated communication skills.
• Handle a multitude of tasks in an ever-changing environment.
• Effective at listening to, understanding, and clarifying the concerns and issues raised by guests and members.
• Typing skills essential.
• Proficient in Opera, HotSOS or GXP.

Responsibilities

• Approach all encounters with guests, associates, and members in a professional and personalized manner.
• Have a professional image and personality exuding confidence and leadership skills whilst encouraging safe and efficient resort operations.
• Coordinate with Front Office team the arrival, departure, and special needs of VIP and Elite guests.
• Identify and solicit potential new Bonvoy Elite members.
• Build rapport with VIPs, Bonvoy Elite members, distinguished visitors; escort guests to rooms, make welfare calls, encourage feedback throughout their stay.
• Maintain the confidentiality of all guest and member information and pertinent resort data, as well as the security of high-profile guests or members in accordance with resort standards.
• Meet deadlines and coordinate among departments the delivery of guests’ amenities to their room.
• Handle special arrangements during guest stay and coordinate future visits.
• Maintain database of guest preferences, habits, and special dates; pay attention to detail when planning their special day or event.
• Identify opportunities for upgrades for VIP and Bonvoy Elite guests.
• Work directly with the Rooms Controller to block upcoming VIP and Bonvoy Elite arrivals.
• Be familiar with reservation packages and how to execute them properly upon arrival and departure of guests.
• Serve as concierge for all VIP and Bonvoy Elite guests.
• Maintain consistent and effective flow of communication between shifts regarding VIPs and Bonvoy Elite members in-house.
• Actively participate in daily briefings and meetings.
• Perform any other reasonable duties as required by management.

Education

• High school diploma: 2-year college degree preferred.

Skills and Abilities

• Ability to communicate in the English language. Second language is a plus.
• Strong problem solving and analytical abilities.
• Ability to meet deadlines and work under pressure.
• Experience using computers and software programs such as Microsoft Office (Word, Excel, and Outlook).
• Ability to work flexible schedules including holidays and weekends and able to perform multiple tasks.

Physical Requirements

• Intermittently twist to reach equipment or supplies surrounding desk.
• Use the telephone and computer keyboard daily.
• Must be physically fit in to lift, pull and push items up to 50 pounds.
• Also requires standing/walking/reaching and bending throughout shift.