Arlo Hotels, an independent lifestyle hotel, is now actively seeking a dynamic Guest Service Coordinator. Are you someone who is passionate about people, driven by purpose, and clever in your approach? If so, keep on reading!! Here at Arlo we strive to create a sense of awe that leaves those we touch wanting more”….. 

 

Responsible for welcoming and assisting in setting the tone for a guest’s experience through the process of checking in and out of hotel, receiving payment, correcting account and reservation discrepancies, creating and canceling reservations, acting as a switchboard relief and providing luggage assistance; assisting with valet parking and summoning cabs.

 

RESPONSIBILITIES AND AUTHORITIES:

 

• Always treat guests with courtesy and respect in a variety of situations
• Honesty & Integrity
• Connecting with guests daily, provides exceptional customer service and creates memorable experiences

• Responds to guest complaints promptly and professionally.
• Reports guest concerns or comments to the Front Desk Supervisor/Duty Manager
• Establishes and develops long-term customer relationships providing value and profitability
• Enhances our guests’ stay by creating an inviting atmosphere
• Coordinates and multi-tasks job duties in an active environment
• Assists with summoning the third-party valet service to park guests’ vehicles.
• Assists with summoning cabs for guests and clients.
• Maintains eye contact with guests
• Usage of Guest name during conversation

 

 

SPECIFIC DUTIES

 

Greetings and Welcoming Guests

• Always greets guests in a friendly manner.
• Speaks in clear and discreet sentences.
• Positions self at the main entrance to open and hold the door for all guests entering and leaving the building.
• Opens vehicle doors and greets guests.
• Uses the guest’s name whenever possible and maintains a professional demeanor at all times.

 

 

Check-In and Out Services

• Assists guests with kiosk check-in.
• Enters information such as arrival alerts and messages.
• Corrects inaccuracies and discrepancies on guest accounts.
• Posts charge to guest accounts.
• Completes daily high-balance checks.
• Checks groups and tours in and out.
• Confidently sells the hotel to prospective guests by showing familiarity with guest rooms, facilities and amenities. 
• Updates all guest profiles with correct billing information, preferences, special requests, etc.

 

Luggage Assistance

• Assist arriving guests with luggage upon entering and exiting the building.
• Escort guests to their rooms and handle luggage.
• Secure and store luggage for guests.
• Retrieve luggage for departing guests.
• Lifts luggage and uses bell carts to assist guests.

 

Arrivals and Room Moves

• Escort guests to their rooms with luggage.
• Familiarize guests with in-room facilities, TV, Thermostat, lighting, and features in the room.  
• Conduct guest orientation of outlets, fitness center, general area attractions, etc.

• Coordinate with the Front Desk regarding room moves. 

             

Guest Interaction

• Maintains good posture when interacting and greeting guests.
• Assists and coordinates with the Front Desk for any special requests.
• Familiarizes themselves with all VIPs and Arrivals
• Assists with guest requests, errands, deliveries, etc.

 

General Store

• General Store maintenance
• Conduct sales within the General Store
• Understand the product within the General Store and speak to the product
• Report inventory monthly on all stock/product

 

             Guest Services Responsibilities

• Reports any guest concerns or comments to the Director of Front Office and Front Office Managers/ Supervisor(s)
• Provides Concierge services to guests.
• Investigate guest charges to resolve guest complaints.
• Checks messages and mail.

• Books guest reservations for individuals via telephone, walk-in, email or fax from within the hotel by hotel standards and reservations scripts.
• Up-sell rooms where possible according to established procedures to maximize revenues.
• Assists with guest luggage to and from the room when needed.

• Deliver packages (mail, faxes, etc.) to the guest room when needed.

• Assists in calling and retrieving cabs for guests upon request.
• Any other requests of duties from management.

 

Reconciliation

• Balance cash daily.
• Deposit received cash in safe and return personal and/ or individual floating bank to issued safety deposit box.
• Ensure all billing and paperwork is done according to Accounting standards.
• Proper handling of sensitive and confidential guest material and information understood and held professionally.

 

Cash Handling

• Accept advance deposits for guests and post the advance to guests' accounts.
• Makes changes and balances the personal and/or individual floating bank.

 

REQUIREMENTS:

       Minimum of Hospitality, Retail, or Services related industries experience preferred

• Must be able to stand for periods (Up to 6 hours)
• Efficient in Computer and Typing Skills.
• Ability to lift 50lbs