Guest Service Coordinator

Job Description:

The Guest Service Coordinator is responsible for delivering exceptional guest experiences by providing leadership and guidance to the guest relations team. The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and a genuine passion for delivering personalized service.

Key Responsibilities:

• Team Supervision: Supervise the guest relations staff to ensure smooth operations during shifts. Provide clear directions and monitor performance to encourage improvement.
• Effective Communication: Communicate effectively with the team and guests to provide clear instructions and maintain high levels of service.
• Problem Solving: Use creative management skills to resolve guest and team member problems, ensuring compliance with standards.
• Guest Concerns and Emergencies: Manage the desk, resolve guest concerns, and handle emergencies or challenges that may arise during shifts.
• Guest Welcome and Interaction: Greet guests with a friendly welcome, listen to their needs, and resolve any issues promptly. Provide personalized service for VIP guests.
• Team Training and Development: Participate in training and development to ensure all team members meet service standards.
• Induction and New Team Member Support: Facilitate the smooth induction and training of new team members.
• Guest Check-in and Service: Oversee guest check-ins, ensuring registration cards are completed, reservation details are confirmed, and payment is secured.
• Guest Satisfaction and Follow-up: Handle complaints efficiently and follow up with guests to ensure satisfaction.
• Room Allocation and Preferences: Allocate rooms according to guest reservations, preferences, and specific requests.
• VIP Relations: Serve as the primary point of contact for VIP guests, ensuring they receive personalized service.
• Cross-department Communication: Liaise with Sales, Reservations, and other departments to manage corporate guest needs.
• Hilton Honors Promotion: Promote Hilton Honors membership to guests, ensuring enrolled members receive personalized services and benefits.
• System and Record Management: Ensure accurate entry of guest profiles and reservation information into the system.
• Adherence to Brand Standards: Apply Hilton brand standards in all actions and interactions.
• Operational Reporting and Communication: Complete front desk operations efficiently and accurately.
• Health & Safety Compliance: Comply with Health & Safety regulations, emergency procedures, and fire safety standards.
• Revenue and Sales Awareness: Stay up to date with competitor activities and ensure adherence to selling strategy.
• Cost and Inventory Management: Monitor costs and ensure efficient inventory management.
• Guest Relocation: Handle guest relocations as required.
• Safety and Security: Maintain safety deposit boxes and secure guests' valuables.
• Folio and Departure Efficiency: Ensure accurate charges on guest folios and efficient departure procedures.

Requirements:

The successful Guest Service Coordinator will possess:

• Leadership and Supervision: Ability to effectively lead and motivate a team.
• Problem-solving Skills: Strong ability to resolve guest concerns and emergencies.
• Customer Service Orientation: Exceptional communication skills and a genuine passion for delivering personalized service.
• Training and Development Focus: Ability to train and develop team members.
• Attention to Detail: High attention to detail in all aspects of guest interactions.
• Organizational Skills: Ability to manage multiple tasks efficiently.
• Sales and Revenue Awareness: Knowledge of sales strategies and ability to promote services.
• Adaptability: Ability to work varying schedules and respond to industry demands.
• Health & Safety Awareness: Commitment to ensuring safety and security regulations are followed.

What We Offer:

The opportunity to deliver exceptional guest experiences and contribute to a dynamic team environment.