Guest History - Guest History Coordinator (Part-Time)

As an integral part of the Guest History team, the Guest History Coordinator is responsible for continuously looking for ways to improve each guest’s experience and providing exceptional guest service. The Guest History Coordinator acts as the liaison between Reception and the Hospitality Lounge/Business Center. Guest History Coordinators provide gracious welcoming services while coordinating with Housekeeping , Room Service and Reception to ensure a seamless arrival and departure experience. The Guest History Coordinators specialize in maintaining accurate records of guest preferences for past and future visits and coordinating the ordering and record keeping of guest amenities. The coordinator also oversees the business center and services hotel guests utilizing it. The coordinator also will assist with answering emails inquires from our Japanese guests.
ESSENTIAL FUNCTIONS
1. Greet and acknowledge all arriving/departing guests.
2. Maintain cleanliness, sanitation, and organization of work areas.
3. Maintain supplies needed to perform job duties.
4. Maintain complete knowledge of:
a. Hours of operation for all Hotel outlets.
b. Features and services provided by the Hotel.
c. Frequently called Hotel extension numbers.
5. Monitor refreshment station appearance and quality at all times.
6. Accommodate requests for information courteously.
7. Communicate V.I.P. arrivals and special request to designated personnel for follow up.
8. Resolve guest concerns ensuring satisfaction; notify management for correction, as appropriate.
9. Maintain and update guest profiles and contact information.
10. Assist guests using the business center.
11. Assist guests with internet related inquires on the hotel’s complimentary high speed connection (wireless, wired).
12. Coordinate the record keeping and ordering of guest amenities for the front, executive, sales and corporate offices.
13. Answer email inquires and follow up on emails from Japanese guests.
14. Complete opening and closing duties as assigned.
15. Perform all other duties as may be required or assigned.
SUPERVISORY REQUIREMENTS
Reports To: Director of Guest Experiences
Supervises: None
EDUCATION/EXPERIENCE

• Minimum one (1) year prior experience in the hotel front office required.
• High school diploma or equivalent vocational training certificate required.
• Prior hotel service and guest relations experience preferred.
• College degree in hotel and travel industry management preferred.

LICENSES/CERTIFICATIONS

• None.

KNOWLEDGE, SKILLS, & ABILITIES

• Ability to anticipate guest needs; respond promptly and acknowledge all guests.
• Ensure familiarity with all hotel services/features and local attractions and activities to respond to guest inquiries accurately.
• Must be highly organized, detail-oriented and have the ability to multi-task.
• Ability to maintain positive guest relations at all times.
• Fluent in reading and writing Japanese required.
• Familiarity with hotel property management systems, Epitome.net, HOTSOS, Concierge Assistant.
• Computer skills and knowledge of Microsoft Outlook, Word and Excel, wireless and wired internet.

PHYSICAL DEMANDS
The physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to lift up to 40 lbs.
• Ability to sit and stand for up to 8 hours throughout work shift.

WORK ENVIRONMENT

• Indoor air-conditioned office environment.
• Variable noise levels.