Guest Relations Coordinator

Montage International•Healdsburg, CA

About The Position

The role of a Guest Relations Coordinator is to connect with our guests prior to arrival and capture information to customize the ultimate luxury guest experience that is tailored to their needs. Guest Relations will reach out to all guests 7 days prior to arrival, to determine if they have any special needs or preferences and reconfirm or obtain reservation details such as arrival time, billing arrangements, or any special request. Guest Relations will manage and maintain guest profiles ensuring that all preferences and information is complete and accurate. Guest Relations will be well-versed with all hotel services and facilities, including the surrounding area.

Requirements

High school or equivalent education required.
Be able to communicate clearly and understand the predominant language(s) of our guests.
Punctuality and regular and reliable attendance.
Availability to work flexible schedule, including weekends and holidays.
Great attention to detail
Excellent communication skills – eloquent and well-versed
Position requires walking and standing most of the working day; must be able to stand and exert well-paced mobility for up to 8 hours in length.
Must be able to bend, stoop, squat and stretch to fulfill tasks.
Requires manual dexterity, grasping, writing, standing, sitting, walking, repetitive motions, bending, and climbing.

Nice To Haves

Previous restaurant or hospitality experience preferred.

Responsibilities

Serves as “Ambassador” for the hotel– create instant rapport with guests through simple but genuine interactions that instill a sincere feeling of welcome and appreciation
Coordinate with all concerned departments to fulfill guest needs and requests.
Welcomes the VIP guest upon arrival within Hotel Lobby
Have knowledge of using the point of sale software, property management software and any other system or software to perform check-ins / check-outs manage guest profiles, room reservations, requests apply payment, verify and adjust billing activate room keys
Fully conversant on accommodation features: layout, room type, location, decor, in room facilities and equipment.
Fully aware of operating procedures for all electrical and electronic equipment in the guest room.
Keeps concerned departments informed about the guest allergies and food preferences
Serves the guests in a calm, discrete and courteous manner, respecting timing standards.
Supports the other departments with lateral service such as Front Desk, and PBX with their duties.
Maintain cleanliness of work areas, china, glass, etc., throughout the day.
Performs all his/her duties with the sense of priority and dedication
Hosts and welcome all guests in a gracious and polite manner, and to have the ability to hold a conversation with the guest in a natural and spontaneous manner.
Carries out checkout in efficient manner, offering luggage assistance and transportation.
Wishes fond farewell to the guest at the time of departure.
Takes notes of all the information, updates and instruction and giving proper handover before signing off from the shift.
Attends and contributes to all meetings, Departmental and Hotel training as scheduled and other related activities
Perform additional duties as assigned that may be outside of the normal scope of duties, based on business needs