Job Description

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Overview/Basic Function: 

The Rooms Coordinator is responsible for delivering seamless communication and coordination across the Rooms Division, including Front Office, Housekeeping, Engineering, and Guest Services to ensure an exceptional level of guest service. 

 

Hourly Payrate: $24.00 per hour

 

Responsibilities:

Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.Monitor and maintain cleanliness, sanitation and organization of assigned work areas.Guest Communication:Provides prompt, courteous and efficient handling of all incoming calls and assistance for outgoing calls that transpire through hotel telephone system Perform phone related tasks including call transfers, taking messages, and handling guest inquiries Receive and relay messages, written and through voice mail Accept and process all guest requests for: screening calls, Do not disturb, Call forwarding, non-registered guestsAccommodate all telephone and radio requests in a congenial manner within two minutes of requestRespond to all incoming telephone calls within three rings, using proper salutation and closing.Place calls on "hold”; Monitor busy lines; check back with caller on hold to update status and offer to take a messageAccept, record and deliver wake-up calls. Have current and local weather available. Also, destination weather for guests who are due out.Monitor Alliants messaging platform across the hotel and dispatch the task to the relevant departmentPlay an integral part in assisting with emergencies, (fire, medical, power/system failure) by contacting the designated personnel for immediate assistance.Maintain complete knowledge of correct maintenance and use of equipment and software, consoles, Opera Cloud, Unifocus, Computer, etc.Monitor telephone system problems and maintain log. Notify the engineering dept. for all in-house telephone repair. Rooms Operations:Assist with reporting and administrative tasks related to room operationsMaintain complete knowledge of:Scheduled daily activitiesIn-house groupsHotel extension numbersRadios carried by hotel personnelHotel facilities and servicesHours of operation of each outletPerformers for CUT RestaurantReceive guest requests and enter into the Unifocus systemHandle special requests, VIP accommodations, and guest concerns efficientlyResolve and anticipate guest needs and complaints, ensuring guest satisfaction. Maintain positive guest relations always.Provide a courtesy call to all the guests who are experiencing glitches and update Unifocus accordingly.Document guest complaints or issues; notify designated department/ personnel for resolving the situation and following up to ensure completion and guest satisfaction.Maintain accurate records of room availability and statusWork closely with the front desk to ensure smooth check-in/ check-out processes and to address any last-minute changes or issues related to room allocationsPrioritize the allocation of rooms for VIP guests and elevate guests with special requirements.Communicate with housekeeping, maintenance, and other departments to ensure rooms are ready for guests.Coordinate with sales, catering, and reservations for group bookings and special events.Prepare the Daily Calling, including updated and accurate information, with all VIPs highlighted along with their preferencesWrite the welcome cards for the upcoming high expectations guests and ensure that the traces are noted in Opera Cloud.

*While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove, or altar duties when business needs require

 

Required Skills: 

Must be able to perform job functions with attention to detail, speed and accuracyBe a clear thinker, remaining calm and resolving problems using good judgmentWork cohesively with co-workers as part of a teamMaintain confidentiality of guest information and pertinent hotel dataRequired to speak, read and write in English, with fluency in other languages preferredKnowledge of telephone systems Ability to input and access information in the property management system/computersAbility to suggestively sellMust be able to endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding

 

Qualifications:

Experience: Minimum two years’ experience in PBX or a similar capacity, such as Front Desk Agent or Guest Services for a luxury or ultra-luxury property.Education: High School Diploma 

 

Competitive Benefits: 

Medical, Dental, Vision Benefits from United HealthcareCompetitive Pay Rates 401k Plan and after 1 year up to 3% Match Paid Time Off (Vacation, Holidays, Sick and more) Complimentary Room Nights- up to 12 per yearRestaurant Discount- 50% off F&B Complimentary Meal during your shift Life Insurance and AD&D Complimentary Short-Term Disability Long-Term Disability Pre-tax commuter benefits Flexible schedules Tuition Reimbursement up to $500 per year after 1 year of serviceA clear career pathway - career advancement opportunities