Colonial Williamsburg Foundation
Guest Service Coordinator - Front Office - Williamsburg Lodge
Colonial Williamsburg Foundation, Williamsburg, Virginia, us, 23187
Guest Service Coordinator - Front Office - Williamsburg Lodge
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Guest Service Coordinator - Front Office - Williamsburg Lodge
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Colonial Williamsburg Foundation Overview
The Guest Service Coordinator directly assists in the execution of operations in the Front Office. This position is based at the Lodge Front Office and works with the Front Desk Agents, Bell Staff, and Housekeeping teams to ensure a successful guest journey. The role aims to continually improve guest satisfaction through understanding guest needs and preplanning. The Guest Service Coordinator answers the phone first and routes guests to the appropriate department or assists guests on the spot. Maintaining programs required by Colonial Williamsburg Company, The Forbes Standards, the Marriott Autograph Collections Standards, and Crescent Hotels & Resorts is essential. Today, Colonial Williamsburg is the largest living history museum in the U.S. The Foundation also owns and operates two world-class museums, a renowned research library, and five world-class accommodations in the Historic Area. Visitors may enjoy on-site restaurants and taverns that blend historic inspiration with modern tastes. Main Duties
Ensures high quality and consistency of Marriott Autograph Collections Standards are met. Communicates with guests before, during, and after their stay using various operating systems. Keeps accurate records of guest information and requests. Dispatches other departments to act on guests’ requests in a timely manner. Identifies and resolves problems and analyzes information to meet strategic goals. Aids the front desk and guest service agents and assists at the front desk when necessary. Reviews guest satisfaction results (Medallia, TripAdvisor, Google) in a timely fashion. Responds to guest feedback and seeks positive resolutions. Follows department policies, procedures, and service standards, including safety policies. Performs additional duties as assigned. Works a flexible schedule, including days, nights, weekends, and holidays. Required and Preferred Education and Experience
Required: Prior experience in any customer service role. Preferred: Luxury 4-5-star hotel guest service experience. Previous experience working at a Marriott Branded Hotel. Previous experience working with Opera. Previous experience working as a phone operator. Qualifications
Works a flexible schedule, including days, nights, weekends, and holidays. Detailed understanding of all resort operations departments. Technologically savvy with the ability to learn new technology to benefit the team and the hotel. Analytical, with problem recognition and resolution skills. Excellent communication and organizational skills. Ability to work well under pressure in a fast-paced environment. Ability to multitask and handle multiple phone calls/requests simultaneously. Focus on guest needs, remaining calm and courteous at all times. This is a non-exempt position, eligible for overtime under the Fair Labor Standards Act (FLSA). Overtime may be required during peak times as directed and approved by the supervisor.
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Join to apply for the
Guest Service Coordinator - Front Office - Williamsburg Lodge
role at
Colonial Williamsburg Foundation Overview
The Guest Service Coordinator directly assists in the execution of operations in the Front Office. This position is based at the Lodge Front Office and works with the Front Desk Agents, Bell Staff, and Housekeeping teams to ensure a successful guest journey. The role aims to continually improve guest satisfaction through understanding guest needs and preplanning. The Guest Service Coordinator answers the phone first and routes guests to the appropriate department or assists guests on the spot. Maintaining programs required by Colonial Williamsburg Company, The Forbes Standards, the Marriott Autograph Collections Standards, and Crescent Hotels & Resorts is essential. Today, Colonial Williamsburg is the largest living history museum in the U.S. The Foundation also owns and operates two world-class museums, a renowned research library, and five world-class accommodations in the Historic Area. Visitors may enjoy on-site restaurants and taverns that blend historic inspiration with modern tastes. Main Duties
Ensures high quality and consistency of Marriott Autograph Collections Standards are met. Communicates with guests before, during, and after their stay using various operating systems. Keeps accurate records of guest information and requests. Dispatches other departments to act on guests’ requests in a timely manner. Identifies and resolves problems and analyzes information to meet strategic goals. Aids the front desk and guest service agents and assists at the front desk when necessary. Reviews guest satisfaction results (Medallia, TripAdvisor, Google) in a timely fashion. Responds to guest feedback and seeks positive resolutions. Follows department policies, procedures, and service standards, including safety policies. Performs additional duties as assigned. Works a flexible schedule, including days, nights, weekends, and holidays. Required and Preferred Education and Experience
Required: Prior experience in any customer service role. Preferred: Luxury 4-5-star hotel guest service experience. Previous experience working at a Marriott Branded Hotel. Previous experience working with Opera. Previous experience working as a phone operator. Qualifications
Works a flexible schedule, including days, nights, weekends, and holidays. Detailed understanding of all resort operations departments. Technologically savvy with the ability to learn new technology to benefit the team and the hotel. Analytical, with problem recognition and resolution skills. Excellent communication and organizational skills. Ability to work well under pressure in a fast-paced environment. Ability to multitask and handle multiple phone calls/requests simultaneously. Focus on guest needs, remaining calm and courteous at all times. This is a non-exempt position, eligible for overtime under the Fair Labor Standards Act (FLSA). Overtime may be required during peak times as directed and approved by the supervisor.
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