Guest Services Coordinator

Highgate Hotels - Honolulu, HI2.5

Full-time
Highgate Hotels
Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu. Highgate also has an expanding presence in key European markets through properties in London, Paris, Barcelona, Vienna and Prague. Highgate’s portfolio of global properties represents an aggregate asset value exceeding $10B and generates over $2B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition. Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry’s most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

Location

This 645-room hotel is perfectly located on Honolulu's famous Kalakaua Avenue, where it is just steps to the beach and an arm's reach to the best dining, shopping, and entertainment in the area. Guests can borrow the hotel's own towels and beach chairs to spend the day by the sea, or choose to lay out by the hotel's pool with a tropical drink from nearby Tiki's Grill and Bar. And for the adventurous, the Aston Waikiki offers a on-site activities desk ready to curate a number of fun experiences.

Employment Status
Full-Time
Overview

The Guest Services Coordinator is responsible for monitoring and assisting in the quality of overall guest experience and maintaining guest satisfaction by tracking and responding to guest emails and comments on social media and internal guest satisfaction index.

Responsibilities
Evaluate and respond to social media online reviews, Revinate surveys, guest and travel agent complaints to enhance reputation and representation of the hotel.
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
Communicate with managers or departments regarding guest issues or other areas of concern and assist with preventative action plans.
Must be effective at listening to, understanding, and clarifying concerns raised by guests and travel agents.
Must be able to effectively communicate both verbally and written, with all level of employees, guests, and travel agents in an attentive, friendly, courteous and service oriented manner.
Answer guest and travel agent inquiries about hotel services, facilities and hours of operation in a timely manner.
Monitor trends associated with service levels & guest complaints.
Track trends within the hotel through utilization of Revinate. Work proactively with the department managers on resolution for top problems and trends in the hotel.
Compile service satisfaction reports for department managers.
Time management skills. Must be able to organize, plan ahead and manage workload.
Excellent computer skills, specifically Microsoft Office and use of the internet
Be aware of all rates, packages and special promotions.
Be familiar with all in-house groups.
Be familiar with hospitality terminology.
Qualifications
College course work in related field helpful.
Experience in a hotel or a related field preferred.
High School diploma or equivalent required.
Computer experience required.
Customer Services experience preferred.
Maintain a warm and friendly demeanor at all times.
Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
Attend all hotel required meetings and trainings.
Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
Must be able to cross-train in other hotel related areas.
Must be able to maintain confidentiality of information.