Guest Services Coordinator

About the role

Join the band and deliver show-stopping service at one of the coolest hotels on the planet, designed as a rock star’s mansion. The Hard Rock Hotel offers an exciting environment where you can bring your authentic self to work every day and be part of a dynamic team.

Responsibilities

• Serve as the primary liaison for guest inquiries, special requests, and pre-arrival arrangements.
• Manage VIP and group arrival details; ensure amenities, room preferences, and personalized touches are in place.
• Respond promptly to emails, calls, and in-person requests; provide accurate information on hotel services and local attractions.
• Cook up partnerships with Concierge to deliver excellence in coordinating transportation, dining reservations, and activity bookings.
• Maintain accurate guest profiles and preferences in property systems; update notes for future stays.
• Communicate effectively with Housekeeping, Engineering, and F&B to ensure timely delivery of requests.
• Monitor daily arrivals/departures and special events; adjust plans to meet changing needs.
• Absorb the front desk coverage during peak periods; support check-in/check-out processes as needed.
• Handle guest concerns with empathy and discretion; resolve issues or escalate to leadership promptly.
• Document service recovery actions and feedback for continuous improvement.
• Prepare daily VIP and special request reports; share with relevant departments.
• Track guest feedback and trends; provide insights to enhance service offerings.
• Preserve the livelihood and reputation of the property by complying with legal policies and requirements.

Requirements

• Previous experience in hospitality or relevant industry required.
• Previous experience with dispatching, scheduling, or team coordination preferred.
• Previous experience with bell services preferred.
• Intermediate computer skills and ability to learn Property Management Systems required.
• Familiarity with Opera, HOTSOS, and Alliant is preferred.

Qualifications

• Valid state issued Driver’s License in good standing to operate a company vehicle.
• The ability to communicate effectively in English, both verbally and written, with team members, leaders, and guests.
• The flexibility to work a varied schedule, including days, nights, weekends, and holidays, as scheduled.
• The ability to withstand outdoor elements for long periods of time as needed.