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JOB SUMMARY
Responsible for supporting the Guest Services department by managing and coordinating guest room reservations and assignments. The Guest Services Coordinator assists with communication between the clients, the hotel and sales office to ensure all operations standards are met.

GENERAL REQUIREMENTS

• At least 2 years of experience in hotel operations or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
• Displays knowledge and has experience with Property Management Systems (OPERA Cloud, Opera 5, etc) and Reservation Systems (Synxis)
• Proficiency in Microsoft Windows & Office (Word, Excel preferred)
• Experience in a hotel or a related field preferred.
• Must have excellent customer and communication skills - verbal and written, sales, and strong computer and hotel experience required.

GENERAL FUNCTIONS & DUTIES

• Monitor Kaimana Beach Hotel guest correspondence email inbox – coordinate with guests and assist with any and all incoming requests – including room reservations inquiries (creation, cancellations, and changes), general guest inquiries, etc.
• Assist with monitoring additional guest correspondence email addresses as needed
• Processing reservations received and responding to reservation requests, i.e., from wholesalers, tour operators, corporate partners, groups and individual travelers
• Explain cancellation/deposit policies, create confirmation letters, credit card authorization forms and processing of deposits and wire transfers
• Assist in setting up reservations post-creation – routing, company profile, special requests and ensuring communication pieces are in place
• Effectively communicate with prospective guests and clients via email and telephone, practicing proper etiquette regardless of method
• Displays knowledge of and is able to describe room accommodations, room layouts and locations, rates, packages, including all hotel amenities, facilities, services, and events to all potential guests to successfully sell hotel rooms
• Access guest history records to best service guests and their preferences, maintain accurate information in guest history files to ensure maximum accuracy and recognition
• Merge and maintain guest history and profiles
• Understand and be able to communicate hotel availability throughout the year and recognize high season cancellation/deposit policies to the guest and suggest alternate dates for sold out periods and maximize rates for all reservations
• Assist front office in processing batch deposits, cancellations, refunds and other transactions as see fit. Work with leaders to ensure proper follow-up procedures are taken
• Maintain complete knowledge of hotel and rate policies, services, procedures and standards
• Resolve guest concerns ensuring satisfaction while remaining calm and courteous; notify appropriate management team for correction as needed
• Comply with Kaimana Beach Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Adhere to the Uniform Policy standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Ability to manage multiple tasks quickly and efficiently while taking ownership of actions
• Excels as both a team player and independent worker
• Maintain a professional working relationship and promote open lines of communication within departments
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by management

PHYSICAL REQUIREMENTS

• Medium lifting –Ability to infrequently lift or move office equipment, such as laptops or monitors weighing up to 25 lbs
• Stationary work - ability to remain at a workstation for extended periods