Guest Service Coordinator

Handle and prioritize guest inquiries requests and complaints in a professional and courteous manner.
Provide guests with information about hotel facilities amenities and services.
Assist guests with reservations tours transportation and special requests (e.g. restaurant reservations spa bookings etc.).
Assist in managing guest feedback complaints and service recovery escalating issues to the appropriate department when necessary.
Ensure proper communication with housekeeping bell staff and other departments to fulfill guest requests efficiently.
Strive to exceed guest expectations by anticipating their needs and offering personalized services.
Proactively follow up with guests to ensure their satisfaction and resolve any issues promptly.
Assist in training new team members and interns within the department.
Ensure the concierge desk is organized and wellstocked with relevant information and promotional materials.
Handle VIP and highprofile guests with extra care and attention providing them with an exceptional level of service.
Participate in department meetings offering feedback and suggestions to improve service quality.
Prioritize checkins checkouts and room deliveries based on urgency and guest needs. For example early checkins or deliveries required at a specific time should be given priority.
During busy or peak periods (e.g. checkin/checkout times) manage the flow of requests to ensure that service standards are maintained. This may involve delegating tasks to other staff or adjusting priorities as needed.
Stay proactive in managing guest needs and requests ensuring that nothing is overlooked.
If there are delays or issues with checkin/checkout or deliveries keep guests informed with updates and offer solutions to minimize inconvenience.
Regularly check and update inventory of shortterm and longterm storage such as luggage parcels or other items for guests.
Handle all items with care to avoid damage especially fragile or valuable objects.
Ensure that all items are clearly labelled categorized and easily accessible.
Arrange items in the luggage area and storage area in a way that maximizes space and ensures easy access. Ensure that the areas are free from any hazards that might cause accidents or damage to stored items.
To ask Housekeeping to regularly clean the storage area to maintain a neat clutterfree space. This includes dusting shelves wiping down surfaces and ensuring the floors are clean.
Keep detailed records of any items that enter or leave the storage area ensuring everything is documented accurately.
Regularly audit the storage area to ensure nothing is missing misplaced or improperly stored.
Communicate any issues related to the storage area with the Rooms Admin including any need for additional supplies stationeries or equipment for the operation.
Ensure that all tracking sheets are uptodate with the correct report (e.g. extra valet car wash).
Regularly audit the folders (e.g. car wash transportation and VIP parking) if they chronologically series and if invoices are attached.
Every end of the month identify tasks that have urgent deadlines (e.g. invoice submission valet attendance submission) and prioritize them accordingly.

Qualifications :

High school diploma or equivalent required; college degree in hospitality management or related field preferred.
Prior experience in guest services customer service or a concierge role is preferred particularly within the hospitality industry.
Excellent communication and interpersonal skills.
Strong problemsolving abilities and attention to detail.
Ability to remain calm and composed in highpressure situations.
Knowledge of local attractions events and services.
Proficiency in using hotel management software and general office applications.
Ability to multitask and prioritize effectively.
A passion for hospitality and a customercentric attitude.
Move lift carry push pull and place objects weighing less than or equal to 10 Kilo without assistance
Requires grasping writing standing sitting walking repetitive motions bending climbing listening and hearing ability and visual acuity
Stand sit or walk for an extended period of time or for an entire work shift
Reach overhead and below the knees including bending twisting pulling and stooping High school diploma or equivalent required; college degree in hospitality management or related field preferred.
Prior experience in guest services customer service or a concierge role is preferred particularly within the hospitality industry.
Excellent communication and interpersonal skills.
Strong problemsolving abilities and attention to detail.
Ability to remain calm and composed in highpressure situations.
Knowledge of local attractions events and services.
Proficiency in using hotel management software and general office applications.
Ability to multitask and prioritize effectively.
A passion for hospitality and a customercentric attitude.
Physical Abilities:
Move lift carry push pull and place objects weighing less than or equal to 10 Kilo without assistance
Requires grasping writing standing sitting walking repetitive motions bending climbing listening and hearing ability and visual acuity
Stand sit or walk for an extended period of time or for an entire work shift
Reach overhead and below the knees including bending twisting pulling and stooping

Remote Work :

No

Employment Type :

Fulltime