Guest Services Coordinator

Gansevoort Meatpacking NYC is looking for a Guest Services Coordinator to enhance our guest experience by providing seemless service.

Guest Services Coordinator will be a partner to the Reservations, Front Office, F&B, and hotel maintenance teams. GSC will coordinate all in house and outside calls and assist Hotel Guests with various inquiries.

Prior Hotel experience is desirable but not required. If you are customer-service oriented and have a passion for hospitality industry this is a great opportunity for you.

Primary Functions:

· Establish and maintain standards of a 5 star service.

· Support to the Reservations & Front Desk team by answering overflow calls.

· Enter all incoming Restaurant reservations.

· Enter all IRD orders.

· Enter all inhouse calls into knowcross.

· Transfer calls to appropriate department.

· Assist guests with inquiries.

· Provide customers with any required information related to all Hotel & F&B departments (hours of operations, services available etc).

Specific Accountabilities:

· Monitor all open calls in the Knowcross application, reassign calls as necessary to provide faster service to our guests as well as follow up on any open calls approaching the assigned time limit in the system.

· Enhance the guest experience by actively soliciting guest feedback as well as following up with guests after every request or service deficiency has been completed/closed in the Knowcross application.

· Establish and maintain relationships with guests and staff at all levels.

· Work closely with housekeeping, front office and engineering at both hotels to improve response time.

· Utilize Knowcross Operational Reports to their fullest extent to highlight and communicate highest number of guest issues.

· Assist with guest recovery situations as needed.

· Assist the Front of House during busier periods or as requested by The Manager on Duty.

· Assist with the organization and set up of Concierge amenities when needed.

· Assist with Car service bookings.

· Respond to all incoming calls at the Front Desk

· Regularly follow up with Long Stay guests. Ensure weekly amenities are coordinated and follow up calls are made.

· Responsible for all restaurant bookings (Chester, Gansevoort Rooftop and C C)

· Provide customers with any required information related to all F&B outlets, hours of operations, promotions and special events

· Handle all F&B inquiries coming through phone and e-mails as well as requests from hotel front desk in a timely manner

· Record and organize all reservation requests into Open Table with any necessary notes or requests.

· Confirm and reconfirm bookings for all F&B outlets before outlets are open (Call reservations for Friday-Sunday the day prior to confirm and remove any cancellations)

· Update and maintain Shift cover count in all F&B outlets in Open Table and adjust as seating and business needs change.

· Announce overbook of any outlet when necessary and stop bookings when overcommitted.

· Manage Open Table database and corrects mistakes where applicable. Ensure all information is correct and up to standards (Hours of operation, section seat count, available shift cover count)

· Actively assist in promoting F&B outlets and special events by providing full and detailed information and passing inquiries in detail to DOE

· Ensure that all customer inquiries are handled timely, efficiently and with care

· Maintain efficient communication with Outlet Managers, F&B management and Hotel Front Desk to facilitate all reservation requests.

· Carry out any other reasonable duties and tasks assigned by department head or management

· Comply with the hotel environmental, health and safety policies and procedures

· Responsible to co-ordinate all service requirements addressed to Room Service department.

· Responsible for answering all telephone calls and prioritizing said calls.

· Directly involved in the order taking and order placing process while dealing with guest requests and orders, courteously, efficiently and promptly.

· Should have good knowledge of room service menu's and ongoing promotions in other F&B outlet.

· Should be able to provide recommendations and suggestions to guests upon request.

· Be knowledgeable of all services, facilities and products offered by the hotel.

· Ensure correct posting in POS system for communication to the service and kitchen department.

· Coordinate with Room Service Servers.

· Report positive and constructive guest feedback to the manager.

· Promptly handle guest queries, complaints and all issues in a professional manner.

· Redirect hotel-related service complaints or concerns from guests to the attention of the appropriate hotel department, or manager, for immediate attention or resolution.

· Maximize hotel revenue opportunities.

Required Skills/Qualifications:

· At least one year prior hotel experience preferred.

· Strong organizational and communication skills required.

· Must be detail oriented.

· Must have a professional telephone manner.

· Refinement of all computer skills not limited but to include Microsoft Office applications; Word, Excel, Outlook, PowerPoint (Aloha, Opentable, Opera PMS, Knowcross is a huge plus).

· Flexible schedule to include evenings, weekend and holidays per business demand.

· Multi-lingual skills highly desirable.

· Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical instructions.

· Ability to work independently.

· Must maintain a cooperative, approachable team-oriented attitude.

· To report for duty punctually following the Gansevoort Attendance and Punctuality Policy.

· To maintain a good rapport and working relationship with all staff.

· To handle guest and employee inquiries in a courteous and efficient manner and report guest complaints or problems to supervisors or manager on duty at all times.

· To provide and maintain the highest possible service standards to our clientele at all times.

· To never be under the influence of drugs or alcohol when on duty.

· Never to communicate to any members of the press with regard to Gansevoort Hotel Group, it’s clientele and the owners of the hotel.

· High School Diploma or equivalent; Bachelor Degree in Hospitality or other business related degree preferred.

· Must be able to communicate proficiently in the English language, both written and verbally.

Physical Requirements:

· Must be able to work seated at least 8 hours per day.

· Must be able to speak and hear clearly to communicate with others by phone and in person.

· Must be able to pull and lift packages at least 40 pounds of force.

· Must be able to move inside the office to make copies and send faxes as well as from one part of the property to another.

· Must be able to seize, grasp, turn, hold and reach objects with hands.

· Must have depth perception and balance, for overall performance and be able to work with computers.

Job Type: Full-time

Pay: $25.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work setting:

• In-person

Work Location: In person

Salary : $25