Guest Services Coordinator Part-Time Vertical

Guest Services Coordinator Part-time Vertical

POSITION SUMMARY

Interact with guests and supply them with directions and information regarding property amenities, services, and hours of operation, as well as local areas of interest and activities. Contact the appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering) as necessary to resolve guest calls, requests, or problems. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Receive, record, and relay messages accurately, completely, and legibly. Respond to special requests from guests with unique needs. Communicate VIP arrivals to designated personnel for escort and delivery of amenities. Support the front desk department when operations require it. Support the loyalty program by enrolling new members.

Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to the manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support the team to reach common goals. Comply with quality assurance expectations and standards. Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost savings. Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: No related work experience.

Supervisory Experience: No supervisory experience.

License or Certification: None

CRITICAL TASKS

Safety and Security
Report work-related accidents or other injuries immediately upon occurrence to manager/supervisor.

Policies and Procedures
Protect the privacy and security of guests and coworkers.
Follow company and department policies and procedures.
Maintain confidentiality of proprietary materials and information.
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional, and in compliance with company policies and procedures.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Perform other reasonable job duties as requested by Supervisors.

Guest Relations
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific processes to resolve issues, delight, and build trust.
Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Address guests' service needs in a professional, positive, and timely manner.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Thank guests with genuine appreciation and provide a fond farewell.
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
When operations require, the guest service coordinator will also support the front desk department.
Assist other employees to ensure proper coverage and prompt guest service.
Enroll a minimum of 5 new Bonvoy members per working day by explaining the benefits of the program. Potential members will be approached in the food and beverage outlets and the public areas.

Communication
Speak to guests and co-workers using clear, appropriate, and professional language.
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the caller's name, transferring calls to the appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Talk with and listen to other employees to effectively exchange information.
Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
Provide assistance to coworkers, ensuring they understand their tasks.

Working with Others
Support all co-workers and treat them with dignity and respect.
Develop and maintain positive and productive working relationships with other employees and departments.
Partner with and assist others to promote an environment of teamwork and achieve common goals.
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Quality Assurance/Quality Improvement
Comply with quality assurance expectations and standards.

Physical Tasks
Stand, sit, or walk for an extended period of time or for an entire work shift.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Greet/Escort Guests
Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

CRITICAL COMPETENCIES

Analytical Skills
Decision-Making
Learning

Interpersonal Skills
Customer Service Orientation
Team Work
Diversity Relations
Interpersonal Skills

Communications
Fluent in English (speaking and writing) and additional languages will be a plus
Communication
Telephone Etiquette Skills
Listening
Applied Reading
Writing

Personal Attributes
Integrity
Positive Demeanor
Dependability
Presentation
Adaptability/Flexibility
Initiative

Organization
Multi-Tasking
Detail Orientation
Time Management

PREFERRED QUALIFICATIONS
Education High school diploma or G.E.D. equivalent. Related Work Experience No related work experience. Supervisory Experience No supervisory experience. License or Certification None

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

At Westin, we are committed to empowering guests to regain control and enhance their well-being when they need it most while traveling, ensuring they can be the best version of themselves. To achieve the brand mission of becoming the preeminent wellness brand in hospitality, we need passionate and engaged associates to bring the brand's unique programming to life. We want our associates to embrace their own well-being practices both on and off property. You are the ideal Westin candidate if you are passionate; you are active and take pride in how you maintain your well-being; you are optimistic; you are adventurous. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
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