Guest Service Coordinator - Front Office - Williamsburg Lodge

The Colonial Williamsburg Foundation is a private, not-for-profit educational institution founded in 1926. It operates one of the largest and best-known museum complexes in the United States, focusing on preserving and restoring 18th-century Williamsburg, Virginia’s colonial capital. The Foundation engages visitors through its restored colonial capital, museums, teacher institute, and research library.

About the Role

The Guest Service Coordinator supports operations in the Front Office, working closely with Front Desk Agents, Bell Staff, and Housekeeping teams. Key responsibilities include ensuring Marriott Autograph Collections Standards are met, communicating with guests, dispatching requests, and resolving issues. The position requires a flexible schedule, including evenings, weekends, and holidays.

Main Duties

• Ensures adherence to Marriott Autograph Collections Standards.
• Communicates with guests before, during, and after their stay.
• Keeps accurate records of guest information and requests.
• Dispatches other departments to address guest requests promptly.
• Identifies and resolves problems efficiently, gathering and analyzing information creatively.
• Aids the front desk and guest service agents, assisting at the front desk as needed.
• Reviews guest satisfaction results, including Medallia, TripAdvisor, and Google feedback.
• Effectively responds to guest feedback and seeks positive resolutions.
• Follows department policies, procedures, and service standards.
• Performs additional duties as assigned.

Qualifications

• Prior experience in customer service roles.
• Luxury 4-5-star hotel guest service experience preferred.
• Previous experience with Marriott Branded Hotels and Opera.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Detailed understanding of all resort operations departments.
• Technological savvy and aptitude to learn new technologies.
• Analytical skills and problem-solving abilities.
• Excellent communication and organizational skills.
• Ability to work under pressure in a fast-paced environment.
• Ability to multitask and handle multiple phone calls/requests simultaneously.
• Focus on guest needs, maintaining calmness and courtesy.

Compensation

This is a non-exempt position, eligible for overtime. The anticipated hiring range for this position is $16.78 to $25.14 per hour, based on factors such as skills, qualifications, experience, education, certifications, internal equity, and specific role requirements.