GUEST SERVICE COORDINATOR - FRONT OFFICE

About the role

The Guest Service Coordinator directly assists in the execution of operations in the Front Office. This position is based out of the Lodge Front Office and works directly with the Front Desk Agents, Bell Staff, and Housekeeping teams to ensure a successful guest journey. This position strives to continually improve guest satisfaction through thorough understanding of guest's needs and diligent preplanning. The Guest Service Coordinator is tasked with answering the phone first and routing guests calls to their respective departments or assisting guests on the spot. Maintaining all programs required by Colonial Williamsburg Company, The Forbes Standards, the Marriott Autograph Collections Standards, and Crescent Hotels & Resorts is essential to this position.

Responsibilities

• Ensures high quality and consistency of Marriott Autograph Collections Standards are met.
• Communicates with guests before, during and after their stay, using a variety of operating systems.
• Keeps accurate records of guest information and requests.
• Dispatches other departments to act on guests' requests in a timely manner.
• Aids the front desk and guest service agents and assists at the front desk when necessary.
• Reviews guest satisfaction results in a timely fashion including Medallia, TripAdvisor, and Google feedback.
• Effectively responds to guest feedback and actively seeks out a positive resolution for the guest.
• Follows department policies, procedures, and service standards, including safety policies.
• Performs additional duties as assigned.
• Works a flexible schedule, including days, nights, weekends, and holidays.

Qualifications

• Works a flexible schedule, including days, nights, weekends, and holidays.
• Detailed understanding of all resort operations departments.
• Tech-savvy, possessing the aptitude and desire to learn new technology in ways that benefit the team and the hotel.
• Analytical skills, as well as problem recognition and resolution skills.
• Excellent communication and organizational skills.
• Ability to work well under pressure in a fast-paced environment.
• Ability to multitask and handle multiple phone calls/requests at once.
• Ability to focus attention on guest needs, remaining calm and courteous always.

Compensation

This is a non-exempt position, eligible to receive overtime in accordance with the Fair Labor Standards Act (FLSA). This position may be subject to overtime during high peak times, etc. as directed and approved by the supervisor.

Range: $16.78 to 25.14