SUMMARY DESCRIPTION:

 

Arlo Hotels, an independent lifestyle hotel, seeks a dynamic Guest Service Coordinator. Are you 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 the 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 have the ability to 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 in accordance with hotel standards and reservation 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 in accordance with 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 industries experience preferred

• Must be able to stand for periods (Up to 6 hours)
• Efficient in Computer and Typing Skills.
• Ability to lift 50lbs
• Open Availability to work Days, Over-Nights, Weekends and Holidays