Guest Service Coordinator (Full-Time Year-Round)

Pyramid Global Hospitality•Chatham, MA

2d•Onsite

About The Position

The role of the Guest Service Coordinator is to provide the utmost in guest service while ensuring that the check in and check out process for guests is handled efficiently and professionally. The Guest Service Agent is responsible for but not limited to managing keys, recording and executing wake-up call information, providing directions, assisting in all guest inquiries, and adhering and practicing the Forbes Standards. Provide quotes for room rates and up-sell the guest when possible. Assist in coordinating the Front Desk and the Housekeeping Department. Verify that the correct charges are posted to the corresponding guest folio. Collect payment for charges on the guest folio. Ensure all cash and cash equivalents are accounted for and balanced at the beginning and end of each work shift. Respond to and manage phone activity including providing general knowledge to callers. Provide administrative, reception and program support to management and staff. Smile and greet guests in a welcoming manner and use the guest’s name. Resolve guest complaints within scope of authority; otherwise refer the matter to the management. Register and assign rooms to guests. Always maintain a professional appearance.

Requirements

Superior customer service skills
Ability to multi-task
Ability to work well in a fast-paced environment
Strong attention to detail and organization
Excellent computer skills and telephone etiquette
Ability to work closely and cohesively with other departments to ensure optimum guest satisfaction
Well-groomed
Able to stand for long periods of time during shift(s)
Previous experience preferred but not necessary

Responsibilities

Manage keys
Record and execute wake-up call information
Provide directions
Assist in all guest inquiries
Adhere and practice the Forbes Standards
Provide quotes for room rates and up-sell the guest when possible
Assist in coordinating the Front Desk and the Housekeeping Department
Verify that the correct charges are posted to the corresponding guest folio
Collect payment for charges on the guest folio
Ensure all cash and cash equivalents are accounted for and balanced at the beginning and end of each work shift
Respond to and manage phone activity including providing general knowledge to callers
Provide administrative, reception and program support to management and staff
Smile and greet guests in a welcoming manner and use the guest’s name
Resolve guest complaints within scope of authority; otherwise refer the matter to the management
Register and assign rooms to guests
Always maintain a professional appearance