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A great position for someone who likes to work with people in a hopitality setting. This position is the "hub" of inter-departmental communications as they pertain to events and guest experience. The Guest Services Coordinator reports to the Director of Guest Services.
Key Responsibilities:
Coordinate all events according to contracts, working closely with group coordinators and Guest House (GH) department heads. Includes: obtaining and communicating food requirements, number of rooms & participants, amenities, meeting room set-ups: creation of event orders and rooming lists. Requires thorough understanding of the contracts and GH processes and policies.
Support the Director of Guest Services (DGS) and backing up the DGS in their absence.
Utilize daily and weekly checklists to perform specific duties such as room readiness.
Utilize PipeDrive Customer Relationship Management Software to schedule and track coordination tasks and communications in a timely and organized manner.
Responsible for mission focused positive customer and staff experience.
Guest check-in, check-out and handling of guest requests. Requires thorough knowledge of policies, facility, capacity, grounds, local area.
Create guest signage and retreat documents, as needed.
Initiate and answer emails in a timely manner.
Answer phones and handle customer inquiries.
Process registrations as applicable, including call-in, web and e-mail. Accurately record data, process credit cards and provide e-mail confirmations.
Support GH store/gift shop – sales, re-stocking.
Respond to facility emergencies and alarms according to protocol.
Respond to minor maintenance issues, such as light bulbs, thermostat adjustments, public restroom issues, etc. when maintenance staff is not on-site.
Marketing, Advertising, Social Media communications as assigned.
Other tasks as assigned by management.
Requirements:
3+ years hospitality or customer service experience
Training experience desired
Excellent English written & verbal communication skills
Excellent people skills, ability to work well with wide range of people, team player
Strong math and organizational skills with an attention to detail
Proficiency with MS Word, Excel and CRM software (pre-employment skills test required)
Self-motivated/ability to work independently
Ability to work well under pressure and problem solve
Punctual, Reliable, Trustworthy
Knowledge of office equipment such as printers, photocopiers, fax machine, multi-line telephones, credit card
terminals
Live in, and have familiarity with local area
High school diploma or equivalent, some college preferred
Must be able to work flexible schedule, 1st and 2nd shifts, including weekends
Physical Requirements:
While performing the duties of this job, the GSC is occasionally required to travel from floor to floor and may be asked to move small furniture, such as chairs, folding tables, easels. The employee may also be regularly required to sit or stand for prolonged periods of time; regularly use hands to operate computer, office equipment; regularly required to walk, talk, and hear. Must be able to lift 30 pounds.
