To ensure customer satisfaction by offering the highest caliber of service to Stowe Mountain Lodge guests upon arrival, departure, and throughout the length of the guest’s stay. The Guest Services Coordinator is responsible for the day-to-day operation of the Inside Bell podium and key closet. This includes ensuring that we are providing the highest levels of service to hotel guests and ensuring the overall valet operation runs smoothly and the cash is managed and maintained at all times.
ESSENTIAL JOB FUNCTIONS
To report for duty on time with a professional appearance and clean standard issued uniform with all the tools needed to start your shift.
To act as an ambassador of Stowe Mountain Lodge, greeting all guests with a smile and an appropriate greeting.
To be noticeably positioned in Lobby and key room to provide assistance to guests whom need assistance.
Follow Stowe Mountain Lodge interaction standards during each interaction.
When requested or anticipated, provide information on hotel facilities, meeting functions, dining facilities and local visitor and tourist attractions. If unable to provide the required assistance, seek out and refer to another resource, and follow up for successful completion.
Assist in ensuring guest and co-worker safety and security by reporting any suspicious or unusual behavior to The Front Office Manager on duty.
To maintain communication and favorable working relationships with all fellow colleagues.
Assist in fire alarms by securing cash bank and key boxes, shutting down computers, moving hotel and other vehicles off of the front drive, and fulfilling duties as required.
In the course of normal duties, to observe, report, or take immediate corrective action on deficiencies, malfunctions, or untidiness.
Facilitate and control parking/delivery of guest vehicles by acting as a liaison between Guest Reception/PBX and the Front Drive team
Dispatch Valet Runners to retrieve guest vehicles in conjunction with Door Team
Handle complaints if a Doorperson or Manager is not available, report to a supervisor for follow up.
Log reports of any important information in the Valet Cashier pass-on journal or Front Desk Shift reports as needed.
Responsible for all cashier functions such as cash and credit card payments, posting of charges to guest rooms, handling/balancing of cash float.
Complete cashier closing reports at the end of each shift with proper backup and submit to the Front Office Manager and accounting as required.
Ensure cleaning log and cashier check list are completed during each shift.
Ensures all vehicle key tickets are clear and completely filled out, follow up with doorman about any inconsistency.
Control and track all supplies and inventory for Bell and Valet.
Responsible for posting and distributing information for Valet and Guest Services team.
Keep an accurate inventory of guest keys on a shift-to-shift basis.
Will be aware of all events for the day, and the correct charges for these events.
Keep accurate notes about all large annual conventions and gala events.
Answer phone calls professionally, promptly, and efficiently in adherence to Stowe Mountain Lodge Standards.
To assist Door Team, Bell Team, Valet Runners, and Driver as requested.
Other duties as requested.
Hospitality or Guest service background is a strong asset
Commitment to health and safety
Excellent driving record
Results oriented with ability to be flexible and work under pressure
Adhere to time lines
Good command of the English language, multi lingual is an asset
Knowledgeable about driving both Automatic and Manual transmissions
Basic Accounting Knowledge
Working Knowledge of Word, Excel, and Property Manager (will train Property Manager if not knowledgeable)
Flexible working schedule