Guest Relations Coordinator

Job Description

Job Description

Job Summary:

The Guest Relations and Reservations Coordinator will be responsible for managing guest experiences in a courteous and competent manner. This role will proactively utilize guest profiles to build loyalty and engagement. The Guest Relations and reservations Coordinator will drive value through guest engagement. They will also be the main point of contact for VIP and entertainment groups. They will take care of in-house reservations needs.

Supervisory Responsibilities:

• Education, implementation and accountability of KYC Processes across all departments.

Duties & Responsibilities:

• Responsible for providing courteous and competent services to ensure all guest requests, preferences, and communications are provided in a timely and efficient manner.
• Provide our VIP, Executive Floor, and Repeat Guests with the highest quality of customer service in a fast, friendly, and timely manner.
• Coordinate RSVP responses for VIP, Executive Floor, and Repeat Guests' special events and necessary accommodations.
• Coordinate amenity deliveries with In-Room Dining and any other potentially impacted departments.
• Maintain a current and accurate amenity list.
• Coordinate and create unique and personalized guest amenities in preparation for their check-in.
• Communicate with our VIP, Executive Floor, and Repeat Guests prior to, during, and after their stay, including personalized welcome letters.
• Maintain the highest level of confidentiality. Establish and maintain a positive, professional relationship with clients through effective, accurate, timely, and reliable communication and action. Always remaining one step ahead of the client in anticipation of their needs. Guarantee that each client's expectations, requirements, and requests are met prior to arrival and throughout their visit.
• Communicate with clients via telephone contact, written correspondence, and in person.
• Timely response to phone calls and messages, ensuring the messages are returned.
• Ensure that all necessary information is obtained from the client in a timely and accurate manner.
• Ensure all communication with other departments is produced accurately and on time.
• Provide hands-on support during peak business times, including assistance with the War Eagle Package Holder Program.
• Execute and maintain guest preference programs for all departments.
• Proactively communicate via text with guests to enhance guests' experiences (F&B activation such as Live Jazz, Special Activations, reservation assistance , emergency situations, etc.)
• Enter issues reported on guest surveys and guest alerts into KYC.
• Prepare for upcoming arrivals by liaising with housekeeping, including day-of coordination and following up with guests regarding any special requests.
• Monitor KYC complaints to ensure proper follow-up with guests and progress updates in KYC.
• Merge KYC profiles at least 3 days prior to all guest arrivals.
• Proactively execute guest preferences, previous guest complaints and special occasions.
• Schedule daily lobby time to greet guests, encourage guest engagement and audit KYC profile usage across all departments.
• Take calls for reservations from guests who need in-house reservation support.
• Prepare front desk team for arrival of Preferred Gold and Titanium members.
• Performs other related duties as assigned.

Required Skills & Abilities:

• Ability to effectively deal with guest and employee concerns in a friendly and positive manner.
• Excellent written and verbal communication skills.
• Excellent organizational skills and attention to detail.
• Proficient in Microsoft Office Suite or similar software.
• Ability to input 40 WPM on a computer keyboard.
• Must be adaptable and flexible to any situation.
• Ability to multi-task.
• Remain calm and professional under stress.
• Be able to make decisions and possess good judgment.

Education & Experience:

• High school diploma or equivalent is required; bachelor's degree is preferred.
• Minimum of 2 years of customer service and/or hotel experience is required.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Must be able to stand for several hours at a time.

The employee signature below indicates the employee's understanding of the requirements, essential functions, and duties of the position.

Employee: ______________________________ Date: _______________

An Equal Opportunity Employer

We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.