POSITION PURPOSE:

The Front Office Coordinator is responsible for answering calls, serving as the main point of contact for all guest requests and needs, recording the guest request, and then following up to ensure guest requests have been resolved. The Front Office Coordinator must always exhibit luxurious and superior guest service and fully own each guest issue. When in communication with the guest, the Front Office Coordinator must be proactive in every area, including offering additional services.

ESSENTIAL FUNCTIONS:

Main point of contact for all incoming phone calls to the Front Desk. Delegates phone calls as necessary, to include connecting guests with Management, when requested.

Follow up with guests to ensure outstanding challenges have been resolved

Monitor HotSOS and follow up with departments to ensure completion

Follow up with guest to ensure items are resolved 

Join and participate in the interdepartmental chat between Resort Services and the Front Desk to ensure any requests and issues are delegated or resolved

Coordinate VIP efforts for same day and next day arrivals with Attaché, Housekeeping, Engineering and any other department as needed

Groups liaison for the Front Desk  

Attend weekly group resume meeting, organize and maintain records for Front Desk

Pre-Key any groups requested from the Sales Department

Communicate to the Front Desk Team any information regarding meeting room locations, dates, times and details

Update Trump Talk with pertinent daily information for in-house groups

Complete any reports requested by an in-house group or the Sale Department

Coordinate efforts between Housekeeping and Front Desk regarding inventory on the Rack

Monitor the Rack to ensure correct room types are prepared and inspected based on the mix on the arrival report

Managing the release of Out of Service (OOS) or Out of Order (OOO) rooms. 

Upgrade Management: Supervise the room upgrade process and ensure proper tracking of upgrade fees to optimize revenue opportunities 

Monitor Credit Report: 

Ensure guests have sufficient credit to cover their balance and follow up with guests for payment as needed, run a report in the morning and afternoon. 

Attend training and meetings as required.

Perform other duties as assigned by managers.

QUALIFICATION STANDARDS:

EDUCATION

High school graduate or equivalent required. Four year college degree preferred. 

EXPERIENCE

One to two years of prior guest service experience are preferred. Prior hospitality experience is also preferred. Ability to speak multiple languages is desirable. Must be able to work varied shifts, to include weekends and holidays.

OTHER

Must be at least 18 years of age.