Guest Relations Coordinator, Hope Lodge

Schedule- 7:30am- 4:00pm (Tuesday- Saturday)

Pay rate- 20.49 per hour

ESSENTIAL FUNCTIONS:

• Lead concierge/front desk team to ensure smooth check-in/out and excellent guest service (30%)
• Manage guest referrals, screening, and room allocation to maximize occupancy (25%)
• Supervise front desk operations including phone inquiries and guest requests (15%)
• Monitor facility readiness and cleanliness, coordinating with maintenance and housekeeping teams (10%)
• Track and analyze occupancy data to inform decisions and improve operations (10%)
• Resolve guest concerns and implement service recovery solutions (10%)

EXPERIENCE/QUALIFICATIONS:

• ​High School Diploma or Equivalent​

• Additional education or certification in hospitality management, office administration, or a related field is preferred.

• Minimum 2 years of experience in hospitality, guest services, or a related field, with knowledge of guest relations and check-in procedures

• Valid Drivers License if expected to operate lodge vehicles.

KNOWLEDGE, SKILLS, AND ABILITY: 

• Excellent communication and interpersonal skills

• Ability to coordinate services and supervise front desk staff

• Strong organizational skills with attention to detail

• Proficiency in Microsoft Office and reservation systems

• Customer service focus and problem-solving ability

TRAVEL REQUIREMENTS: (Provide travel expectations for this role)

• Travel Required for training upon hire otherwise minimal travel .

PHYSICAL REQUIREMENTS:

• The position may involve extended periods of standing and walking, particularly during guest check-ins, concierge services, and inspections of guest rooms and common areas.

• Occasional lifting and carrying of items such as luggage, supplies, or equipment may be , particularly during guest arrivals or when assisting with guest needs.

• The ability to perform tasks that require manual dexterity, such as operating computer systems, handling paperwork, and assisting guests with luggage or other items, may be necessary.

• The role may require physical endurance to handle the demands of busy shifts, including standing, walking, and assisting guests for extended periods of time.

• The position may involve sensory demands such as visual and auditory perception, particularly when communicating with guests, reading guest information, or monitoring guest areas for cleanliness and safety.

• The ability to work in various environmental conditions, including indoors and outdoors, and in different weather conditions, may be necessary, particularly when assisting guests with transportation or other outdoor activities.

• The position may involve managing stressful situations or handling guest complaints or concerns, requiring the ability to remain calm, composed, and professional under pressure.