Guest Services Coordinator

Robert Half
Published
September 14, 2021
Location
West Menlo Park, CA
Job Type

Description

Ref ID: 00430-0011971785

Classification: Guest Services Coordinator

Compensation: $21.00 to $22.00 hourly

ESSENTIAL DUTIES AND RESPONSIBILITIES
Guest Service
▪ Meet and exceed guest and team member expectations by providing excellent service and team work
▪ Demonstrate correct procedures when greeting guests, checking them in and out, serving taxi requests, and/or directing traffic
flow in front of the hotel
▪ Use proper sequence of service techniques when checking guests in and out, bell, concierge and ensure that you always point
out hotel amenities as well as invite the guest to stay with us again
▪ Be familiar with local restaurants and tourist attractions and keep yourself aware of local events and entertainment
▪ Be knowledgeable of Front Desk computer and cashier systems, including room rates and types of accommodations
▪ Answer telephone with proper greeting by the third ring, identifying your name and department
▪ Check in guests, ensuring they are properly accommodated
▪ Ensure that complete and accurate information is documented on guest records, and that payment methods by guests are correct
▪ Post all guest charges and payments to guest, banquet, master, and house accounts, ensuring such postings and payments are
correct
▪ Use guest’s name whenever possible and/or appropriate
▪ Listen to guest concerns, solve problems and answer questions
▪ Recognize and be able to name of all key hotel personnel as well as ownership personnel
▪ Deliver messages, packages, faxes, hotel items and any guest items as requested
▪ Be knowledgeable of daily functions occurring at the hotel as well as other facilities, features and services of the hotel so as
to be a source of information to guests
▪ Maintain close scrutiny of guest’s belongings at all times
▪ When storing bags, issue proper claim check and maintain belongings in locked areas at all times
▪ Ensure accurate handling of assigned front desk cash drawer
▪ Use proper lifting techniques when handling guest’s belongings
▪ Do not attempt to carry something that is beyond your abilities, seek help when necessary
▪ Assure that all guests and luggage are safely transported to/from assigned destination
▪ Be familiar with the physical layout of the hotel, including guest rooms and their locations, facilities, and amenities in order to
confidently sell hotel to prospective guests
▪ Provide guests with any management-approved services, checking at a later time to ensure satisfaction
Position Title: Guest Service Agent I FLSA Designation: Non-exempt
Department: Front Office Brand:
Position Summary & Purpose:
Make a positive difference for the hotel’s service by covering all front desk, bellmen, and concierge responsibilities: checking-in
and out, luggage services, restaurant/tour reservations, and hotel/city information. All for the objective of building a genuine
bond with guests and creating a unique experience that they will want to come back for.
▪ Keep your supervisor promptly and fully informed of all problems or unusual matters of significance
▪ Perform all duties in timely and efficient manner in accordance with established company policies and procedures to achieve the
overall objectives of this position
▪ Maintain, confirm and properly log any airport shuttle requests that guests may make of you
Other duties as assigned

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