The Guest Service Coordinator orchestrates the service experience for hotel guests while working alongside coworkers to ensure that the site’s service standards are met or exceeded. Under the direction of the Account Manager, the Guest Service Coordinator has additional duties involving coordination and administration, as well as providing troubleshooting and/or guidance when the manager is not on-site. The Guest Service Coordinator is not a manager; however they may handle critical issues and may be required to make judgment calls when expediency is priority. When issues are not urgent, they report information to the manager, provide the facts of the matter and seek instruction for how to proceed.
DUTIES AND RESPONSIBILITIES
• Maintains a pleasant, friendly and professional demeanor with all guests, client staff members and coworkers
• Acknowledges and greets guests within 30 seconds of arrival to create favorable first and last impressions
• Effectively participates in “The Show” and delivers “Aggressive Hospitality” to guests
• Addresses guests using the appropriate greeting for the site
• Opens all vehicle and hotel doors for guests
• Checks in arriving guests and explains vehicle parking and retrieval procedures
• Runs at top speed to park and retrieve vehicles while driving slowly and cautiously
• Maintains accuracy and composure while under pressure to effectively handle guest complaints and difficult situations
• Uses proper phone etiquette
• Posts up in appropriate areas when not assisting guests or completing other tasks
• Conducts an effective room presentation when providing bell services for guests
• Assists with the delivery and pick up of items to guest rooms
• Assists guests with directions, taxis, reservations and other inquiries
• Maintains a detailed knowledge of the client’s facility, including outlets, meeting rooms, amenities, main attractions in the area, parking rates, and other pertinent information
• Promotes a teamwork philosophy through leading by example and effective communication skills
• Leads the work group in delivering high levels of guest service
• Appoints fellow associates to certain routine roles; Assigns coworkers to non-ordinary roles at the direction of the Account Manager
• At the direction of the Account Manager, reduces staff during the work shift if business conditions dictate, using an approved method
Safety and Loss Prevention
• Demonstrates knowledge of site-specific safety and security procedures
• Practices preventative safety procedures and follows established safety procedures as set forth by Towne Park
• Reports all accidents and incidents to the Account Manager or another designated member of management
• Reports all potential hot spots and safety concerns to the Account Manager
• Uses only equipment trained to use and operates all equipment in a safe manner
• Issues claim checks to guests only after receiving vehicle keys and collects vehicle claim checks from all guests prior to issuing keys
• Completes ticket information including key tag, guest folio, location of vehicle, damage surveys and claim check receipt for all vehicles taken into the valet system
• Completes incident reports that are detailed and strictly factual
• Secures all keys on a belt clip or in a locked key box
• Ensures staff are not providing “lift” services to any hotel or hospital guest, only offering a hand for assistance
• Checks wheelchairs for safe operation prior to each use and cleans wheelchairs after each use
• Protects guest confidentiality in accordance with HIPPA requirements
• Maintains the security of customer financial and indentifying information
• Leads the workgroup in facilitating a safe working environment
• Assists the Account Manager as needed to build work schedules and makes calls on behalf of the manager to notify fellow associates of schedule changes or openings
• Identifies and collects revenue for all vehicles
• Completes accurate cash drop slips and cash drop envelopes
• Completes the shift report and other shift paperwork with detail and accuracy
• Reconciles revenue and tickets at the end of every shift
• Reports to the Account Manager methods for improving operating procedures and overall efficiency
• Effectively communicates information to the work group
PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The associate is regularly required to run; stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk and hear.
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Must be able to lift and/or move up to 50 pounds frequently and up to 75 pounds occasionally. Must be able to push and pull 75 pounds frequently and 100 pounds occasionally.
• Must be able to push and pull (on wheelchair) 100 to 350 pounds frequently over considerable distances
• Working flexible schedules and extended hours are sometimes required.