House & Guest Relations Coordinator

We are looking for "House & Guest Relations Coordinator" with the qualifications below:

• High school diploma or GED
• 1 year experience in the guest services, front desk, or related professional area
• Must be fluent in English and second language is a plus
• Must be computer literate. Knowledge of OPERA is a plus

JOB DESCRIPTION 

• Supply guests/members with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
• Contact appropriate individual or department (e.g., Bell person, Front Desk, Housekeeping, Memberships, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction and record it to OPERA and Fresh desk.
• Provides services that are above and beyond for customer satisfaction and retention.
•  Records guest issues and guest preferences to Fresh desk.
• Respond to special requests from guests with unique needs.
• Maintains high visibility in public areas during peak times.
• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Serves as a leader in displaying outstanding hospitality skills.
•  Communicate SAG arrivals to designated personnel for escort and delivery of amenities.
• Responds to Booking.com and Expedia guest reviews.
• Sends pre-arrival emails.
• Places arrival, mid stay and departure calls to guests and members.
• Shares daily SAG, In House and Arrival guest incident and preference reports.
• Use the guest/member name when possible.
• Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager.
•  Ensure personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
• Welcome and acknowledge all guests/members according to company standards; anticipate and address guests' service needs; thank guests with genuine appreciation.
•  Speak with others using clear and professional language; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others; support team to reach common goals.
• Comply with quality assurance expectations and standards. Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Perform other reasonable job duties as requested by Members.