Guest Service Coordinator - Loews Sapphire Falls Resort

Ensures the fulfillment of the Loews Brand Promise by instilling the message of And More service with the Guest Services team.

Expedites and monitors lobby activities to ensure efficient, arrival, rooming, and departure of hotel guests.

Coordinates and oversees timely and professional luggage assistance and storage.

Ensures provision of accurate and up to date hotel and area information by Guest Services Team.

Provide leadership and assistance to Guest Services team members High visibility interacting with all team members and guests on a continuous basis to provide assistance and ensure satisfaction Operates the dispatch desk, keeping all records neat and organized Makes daily assignments of Handhels and ensures utilization of Handhelds Ensures that guest assistance assignments are apportioned equally amongst all employees Oversees the storage of guest luggage Electronically records and initials all activity of guests requests, luggage storage, package deliveries and assignments dispatched via the Espresso Property Management System Ensures maintenance of equipment including Handhelds, Luggage carts etc.

Coordinates the exceptionally professional and seamless welcome, luggage handling and escort to room for guests Oversees the personalized, friendly and efficient rooming of hotel guests Oversees and ensures completion of room changes Ensures delivery of items and packages to guestrooms and meeting rooms as required Reads and Verifies Group Resume and Banquet Event information on a daily basis Closely coordinates group arrivals with Front Door services Coordinates group bag pulls, ensuring proper recording of Bell Services involvement Monitors the daily trend and pace of guest arrivals and departures Conducts daily department pre-shift meetings and monthly department meetings Maintains open communication with other departments throughout the hotel and campus Coordinates the distribution of hotel information to Guest Services team members and the maintenance of all logs Maintains cleanliness of Hotel front entrance area and lobby, contacting Housekeeping for major cleaning tasks Maintaining and controlling of the Lobby Beverage Service at all times, with the assistance of Star Service Trained and skilled to perform all Guest Services functions as needed based on operational demands Completely familiar with all hotel facilities, room types and operating hours Ensures the prompt satisfaction of guest requests and the exceptionally professional resolution of guest complaints Always acknowledges guests by name Answers telephone in accordance with Loews Hotels Star Service Standards Provides hotel information and travel directions to guests Assists guests with transportation needs Performs pick-ups and drop-offs outside of Universal Orlando Resort May perform the duties of a resort shuttle driver Is alert to guests who appear to be intoxicated and intend to drive a vehicle takes appropriate action or contacts Security as necessary Assists team members in satisfying guest requests and resolving guest complaints Ensures adherence to department procedures and all Loews Hotels guidelines, policies, procedures and Star Service Standards Maintains a positive working relationship with all hotel departments Promotes and applies teamwork skills at all times Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance Is polite, friendly, and helpful to guests, management and fellow employees Executes emergency procedures in accordance with hotel standards Complies with required safety regulations and procedures Maintains cleanliness and excellent condition of equipment and work area Complies with hotel standards, policies and rules Recycles whenever possible Complies with hotel uniform and grooming standards Remains current with hotel information and changes Ability to lift up to 75 pounds and push a cart weighing up to 250 pounds Extensive knowledge of all hotel departments Excellent communication skills oral and written Excellent guest service skills Strong leadership skills Ability to handle stress in a fast-paced work environment Ability to effectively deal with internal and external guests, some of whom will require levels of patience and tact as well as diplomacy to defuse anger, collect factual information and resolve conflict Ability to prioritize multiple tasks, have a sense of urgency to complete projects and be detail oriented Knowledge of computer programs utilized in property management Ability to work flexible schedule to include weekends and holidays Knowledge of the local area, roadways and services EDUCATION: High School diploma or equivalent MINUMUM EXPERIENCE: Minimum one year Guest Services experience at a high end luxury property.

LICENSES/CERTIFICATIONS: Valid State Issued Drivers License in Good Standing High School diploma or equivalent Minimum one year Guest Services experience at a high end luxury property Valid State Issued Drivers License in Good Standing Ability to lift up to 75 pounds and push a cart weighing up to 250 pounds Extensive knowledge of all hotel departments Excellent communication skills oral and written Excellent guest service skills Strong leadership skills Ability to handle stress in a fast-paced work environment Ability to effectively deal with internal and external guests, some of whom will require levels of patience and tact as well as diplomacy to defuse anger, collect factual information and resolve conflict Ability to prioritize multiple tasks, have a sense of urgency to complete projects and be detail oriented Knowledge of computer programs utilized in property management Ability to work flexible schedule to include weekends and holidays