Communications Coordinator Jobs

About The Position

Requirements

• Sufficient education and literacy to identify and read product labels and communicate with guests about job-related needs.
• Ability to read, write, speak, and communicate in basic English is preferred.
• Detail-oriented and thorough.
• Ability to perform consistent work to high standards.
• Ability to remain discreet and respect guest privacy.
• Ability to interact pleasantly and in a friendly manner with guests.
• Ability to work both independently and as part of a team.
• Excellent time-management skills.
• Service-minded, positive attitude, and genuine enjoyment of helping others.
• Quick thinking and adeptness at handling phone calls.
• Ability to walk and stand for long periods, lift, bend, reach, and perform frequent keyboarding.
• Ability to lift 25 pounds.

Nice To Haves

• Previous phone customer experience.
• Previous experience in a related hospitality position.
• Background in the service industry.

Responsibilities

• Maintain knowledge of and comply with departmental policies, service procedures, and standards.
• Maintain knowledge of the correct maintenance and use of equipment.
• Know hotel events, daily activities, in-house groups, extensions, special requests, outlet hours, hotel features and services, and front desk operations.
• Maintain positive guest relations, document and resolve guest complaints, and ensure guest satisfaction.
• Provide callers with accurate information about hotel facilities and services.
• Answer incoming telephone calls within three rings using the proper salutation and closing.
• Route callers to the appropriate department.
• Monitor busy lines, update callers on hold, and offer to take a message or arrange a callback.
• Take, record, and relay messages accurately; print guest messages from the PBX system and coordinate their delivery with the Bell Stand.
• Accept, record, and deliver wake-up calls.
• Assist callers with credit card, calling card, collect, overseas, and person-to-person calls.
• Accept and process guest requests, including call screening, do-not-disturb requests, call forwarding, and calls for non-registered guests.
• Use property management software to handle guest inquiries.
• Assist with front desk opening and closing tasks.
• Review assignment status and follow-up actions with the oncoming operator.
• Assist in emergencies as the hotel's central communication center.
• Perform other duties as assigned.