Coordinator, Hotel Operations & Guest Services

Coordinator, Hotel Operations & Guest Services:

The Jackie Robinson Training Complex, operated by Major League Baseball, is seeking a highly organized and customer-oriented Coordinator, Hotel Operations & Guest Services to oversee the daily operations of our hotel front desk. The ideal candidate must possess exceptional communication, leadership, and problem-solving skills. The primary focus of this role is to ensure that our guests have a positive and memorable experience from check-in to check-out.

Responsibilities:

• Deliver superior guest service while ensuring team members consistently execute JRTC’s guest service procedures to a high standard.
• Respond promptly and appropriately to guest inquiries, complaints, and requests to resolve any issues and ensure guest satisfaction.
• Develop and administer annual and ongoing guest service training for all JRTC staff.
• Hire, train, schedule and supervise front desk staff.
• Audit front desk activities, ensuring accurate reporting and compliance with procedures.
• Maintain detailed and up to date front desk operations manual.
• Provide detail oversight of the property management system (PMS), ensuring accuracy of all rates, tax charges, and records for all amenities including but not limited to lodging and dining.
• Audit financial records in the PMS and collaborate with accounting department to achieve timely and accurate billing to clients and proper breakout of charges amongst cost centers.
• Assign sleeping rooms for all group and individual bookings.
• Prepare front desk staff for group arrivals such as programming keys, reviewing room assignments, and confirming check-ins and check outs.
• Reconcile cash banks in partnership with accounting staff, investigate any discrepancies and ensure proper change is available.
• Communicate with housekeeping, event planning, operations, sales and engineering departments regarding issues with the facility, with a focus on sleeping rooms.
• Input work orders into the computerized maintenance management system (CMMS) in a timely manner.
• Assist in communicating any schedule or operational changes to guests and support staff.
• Conduct timely sleeping room checks prior to group check-ins to ensure rooms are suitable for check-in in accordance with standardized procedures and checklists.
• Perform room checks upon guest check-outs to document all room damages, take photos, and determine repair costs, and work with accounting department and Manager, Event Planning & Sales to promptly deliver invoices to collect payment.
• Coordinate receiving and logging of group package deliveries, and notification to recipients.
• Oversee distribution and logging of access control badges from the front desk.
• Partner with Coordinator, Marketing & Retail to ensure the front desk staff’s compliance with merchandise sales procedures.
• Work front desk shifts as needed by assisting with check-ins, merchandise sales, running the switchboard, guest services, office inventory, and communication to all departments.
• Assist in maintaining partnerships with off-site hotels.

• Assist with setup of meeting rooms and special events as needed.
• Other duties as assigned by the Senior Coordinator, Operations.

Requirements:

• The preferred candidate will have a bachelor’s degree in Business, Communications, Hospitality Management, Sports Management or a related field, or equivalent experience and education.
• 1-3 years of experience in hotel or athletic operations.
• At least 2 years of customer service experience with a proven track record of excellence.
• A minimum of 1 year of supervisory experience is strongly preferred.
• Excellent verbal and written communication skills; ability to communicate confidently and effectively with all levels of stakeholders.
• Flexibility to adapt quickly to changing priorities and assignments.
• Strong analytical skills, with the ability to use logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• A professional, self-starting attitude, with the ability to work both independently and as part of a team with minimal supervision.
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