Guest Services Coordinator

Description

Job Title: Guest Services Coordinator

Department: Hospitality Services

Reports To: Merchandise & Hospitality Coordinator

FLSA Status: Non-Exempt

Prepared By: Human Resources

Summary

To communicate with booked guests and those inquiring about booking as well as maintaining accurate records and assisting in making sure all guest accommodations are clean and ready for the arrival of guests.

Essential Duties and Responsibilities include the following:

• Assist in providing quality and prompt guest services by communicating with booked and inquiring guests through email, text messaging, or phone.
• Be ready to respond to guests if issues arise during their stay or have a plan for who is the primary contact if unavailable.
• Before the arrival of guests, verify that the door codes are correct, the room is clean, a personalized note is left, lamps are on and other details such as flowers are included when possible.
• Manage the booking calendar to ensure there is adequate time for cleaning between reservations as well as communicate with cleaning staff to ensure proper resources are available for the bookings.
• Ensure payment is collected from guests who did not book online.
• Submit invoices after online payment as well as initiate departmental transfers for reservations by the university.
• Ensure all lodging is clean and housekeeping/janitorial activities are maintained.
• Be ready to assist in cleaning bedrooms, bathrooms, or common areas if help by cleaning staff is needed. 
• Responds to emergency cleanups as required.
• Perform other duties as assigned by the supervisor.

Supervisory Responsibilities     

This job has no supervisory responsibilities.

Competencies    

To perform the job successfully, an individual should demonstrate the following competencies:

• Design - Demonstrates attention to detail.
• Problem Solving - Identifies and resolves problems in a timely manner.
• Customer Service - Responds to requests for service and assistance.
• Oral Communication - Listens and gets clarification.
• Teamwork - Contributes to building a positive team spirit.
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Ethics - Treats people with respect; Keeps commitments. Maintains confidentiality of all guests and personnel information.
• Organizational Support - Follows policies and procedures; Supports organization's goals and values.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources.
• Professionalism - Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Safety and Security - Performs duties according to health and safety guidelines. Observes safety and security procedures at all times; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Adaptability - Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions.

Requirements

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. A valid Tennessee driver’s license is required.

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience    

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

Language Skills    

Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills    

Ability to add and subtract two digit numbers and to multiply and divide