Guest Services Coordinator $70,304 Annual

Commerce Casino•Commerce, CA

5d•Onsite

About The Position

The position of Guest Service Coordinator at The Commerce Casino and Hotel is a supportive role to Guest Experience Leadership and Guest Service Team. This person is responsible for providing, always maintaining and promoting hospitality at the highest level. Expectations are to be welcoming and serving our team, guests, vendors and industry professionals in a courteous, efficient and friendly manner during all following interactions being face-to-face, virtual meetings, email correspondences and on the phone. The Guest Service Coordinator is responsible for creating an atmosphere throughout the department that welcomes people, and pro-actively anticipates the needs of the team and guests so solutions can be offered before being requested, personalizing the delivery of the service to meet the specific needs of everyone, and reminding the team, vendors and our guest of scheduled events and department meetings. The main function of the role is to provide the team, vendors and our guests with the highest level of responsiveness and coordinating departmental task assignments and projects. You must communicate effectively and professionally with all staff to satisfy a tremendous need for immediate service and develop a true sense of community with our vendors and other industry professional partners. As part of this job, this individual is required to demonstrate excellent computer skills, accurately handle cash and charges, is detail oriented, prioritizes tasks, prepares accordingly, manages time appropriately, and is the department’s central point of communication and contact.

Requirements

Minimum 3-4 years’ experience in the hospitality industry.
Minimum High School Diploma or equivalent, combination of work experience and education.
General knowledge of computers, printers, scanning, Microsoft Windows, office, excel, reporting, money transactions, email and telephone etiquette.
Must be able to speak, read, and understand English.
Excellent verbal, written and interpersonal skills.
Ability to stand and walk the entire shift excluding breaks and meal periods.
Able to lift over 45 lbs. and perform other physical duties.
Must demonstrate a positive, welcoming, friendly and enthusiastic approach to all tasks.
Outstanding work performance, reliability of task completion, attendance and punctuality.
Must be able and willing to work a flexible schedule, to include evenings, weekends and holidays.
Must be clean, well-groomed, and have a professional appearance including uniform or business attire.

Nice To Haves

Bilingual (Spanish, Mandarin, Korean or Vietnamese) is a plus.
Two (2) years of previous experience as a Coordinator, Concierge, VIP ambassador or Casino host preferred.
Basic knowledge of Property Management System, Player Management Program, F&B Order programs, Work order systems and safety / emergency training.
Preferred to have a Gaming License (or the ability to obtain and maintain a license) as a requirement for this position.
Looking for an individual who appreciates the opportunity to be of service.
Excellent geographic knowledge of the surrounding area along with the ability to speak and understand multiple languages is also favored.

Responsibilities

Ability to multi-task: telephones, computers and guests that are in front of you.
Quick thinking, ability to give clear, concise directions (walking, driving and verbal).
Ability to make available maps, literature, newsletters, promotional collateral, department presentations, reports, and other departmental materials.
Project a friendly and professional image in personal appearance, manner, and demeanor.
Be knowledgeable of all in-house and arriving VIP guests including C-Suite / Executive Team.
Assist Property Leadership and VIP guests as needed with setting up on and offsite reservations, arranging tours, transportation, special requests, greeting, checking-in guests to ensure exceptional delivery of our guest’s experience.
Maintain departmental work environment of safe, comfortable, cleanliness and organization.
Ensure to assist in person, via website, or through social media platforms with prompt and positive action regarding team, guest complaints, questions, concerns and suggestions, as well as conduct quality assurance and follow-up.
Listen and work with guests who present service opportunities or challenges then elevate and communicate them to the Guest Experience Manager.
Support the Marketing department as additional staff during events / promotions when needed.
Maintain consistent presence at workstation to be available to our department team members.
When so directed, participate in hotel activities, events, trainings, casino operations and functions.
Use professional telephone etiquette in handling internal and external guest requests.
Be knowledgeable of our property facilities, services and amenities to included and not limited to restaurants, spas, promotions and events.
Assist with department shipping, receiving and deliveries. Maintain log and receipts for each of these entries.
Provide continuous updates, edits, reviews, and additions to the electronic guest database (list of guest preferences, birthdays, anniversary and other important guest profile information, etc.).
Projects and Daily tasks sometimes contain confidential and sensitive information; position requires the ability to use the utmost discretion and privacy of all matters.
Ability to perform general math skills such as addition, subtraction, multiplication and division.
Ability to multi-task with frequent changes, divert to time sensitive matters and to work well under pressure by exhibiting professional composure.
Proficiency with electronic resources such as Internet search, Outlook, Word, Open Table, Hotel and Casino programming, along with property PMS/POS systems.
Manages inventory and orders all supplies for the department; stocks each workstation with necessary office supplies to effectively perform their jobs.
Performs computer trouble-shooting procedures within department workstations when systems go down and contact IT with any necessary follow up or work orders.