Job Details

POSITION PURPOSE AND SUMMARY

The Guest Services Coordinator (GSC) is dedicated to ensuring that every guest enjoys an exceptional experience at our establishment. You will be the first point of contact for guests, responsible for addressing their needs, managing check-ins and check-outs, and ensuring payments are processed in accordance with our guidelines.

MAJOR / KEY JOB DUTIES

• Show unwavering commitment to providing guests with excellent service and a memorable stay.
• Promptly address and follow through on guest requests, empowered to resolve issues to uphold our service culture.
• Manage reservations, registration, payment collection, and departures in line with company protocols.
• Handle all in-house financial transactions, maintaining cash, credit card, and city ledger accounts accurately.
• Set up and maintain breakfast service, ensuring compliance with operational standards.
• Keep the front desk area, lobby, and guest common areas tidy and presentable.
• Promote and sell the value of our establishment to maximize reservations and occupancy.
• Gather and document relevant guest information to identify sales opportunities.
• Conduct regular property tours to uphold brand standards.
• Provide reasonable accommodations for guest requests whenever feasible.
• Adhere to company policies and safety protocols, promptly reporting any issues.

OTHER DUTIES

• Assist in maintaining the cleanliness and upkeep of various hotel areas, including the front desk and common spaces.
• Participate in cross-training for housekeeping and laundry support as needed.
• Complete any other tasks as assigned by the management team.

KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES

• Proficient communication in English to interact effectively with guests and team members.
• Ability to navigate and operate property management systems and perform necessary audit functions.
• Comprehend and comply with safety documentation and operational procedures.
• Complete standard reports and correspondence with accuracy.
• Use basic math skills confidently.
• Exhibit sound judgment in all decision-making processes.
• Capably manage and resolve guest-related issues.

ENVIRONMENTAL JOB REQUIREMENTS

• Regularly required to remain in a stationary position and navigate the hotel premises.
• Occasionally required to access low areas and work at heights safely.
• Occasional manual handling of equipment weighing up to 50 pounds.
• Work outside as required depending on hotel operations.
• Sometimes exposed to wet conditions, moving parts, fumes, and chemicals.
• Work in environments with moderate to loud noise levels.
• Occasionally travel to assist at nearby locations when necessary.

MINIMUM QUALIFICATIONS

High school diploma or GED; or one to three months of related experience and/or training; or an equivalent combination of education and experience.

ESA Management, LLC is an Equal Opportunity Employer. We are committed to an inclusive environment for all applicants and employees.