Guest Services Coordinator, Full-time

The Monterey Plaza Hotel & Spa is a luxury property within the Woodside Hospitality Group collection. This 284 room property has four penthouse suites, over 22,000 square feet of meeting space, expansive exterior space known as the Plaza, the Promenade and the Terrace, and an award-winning food and beverage program. Banquets, Coastal Kitchen, Schooners, Lobby Lounge, Tidal Coffee, and Room Service provide guests, groups, and local visitors numerous dining options. Vista Blue Spa offers a wide array of services in an outstanding location on the penthouse suite level and hosts the Fitness Center in addition to retail and sundries. The Monterey Plaza is the only property in Monterey ranked No. 1 for both business and leisure by Trip Advisor. The Monterey Plaza's mission is to consistently operate as one team, to produce raving fans, loyal guests and associates while achieving annual financial expectations. Enthusiastically taking care of our guests defines hospitality at our property.

The Guest Services Coordinator will work closely with the Guest Services Manager, the Front Office team, and other hotel staff to communicate guest preferences, requests, and special requirements to provide and ensure a welcoming and engaging guest experience. They will assist with pre-arrival duties and coordinate guest amenities for VIP and other leisure guests. The Guest Services Coordinator represents the department in a manner that enhances the reputation of the hotel at the property level, within the client-base, the local community and industry.

ESSENTIAL FUNCTIONS

Assists the team in preparing for guest arrivals by collecting and preparing materials for their use such as pre-arrival letters, amenity requests and VIP reservations. Creates and distributes handwritten note cards for amenities. Interacts with hotel guests as required or requested.

Responsible for guest relations as it pertains taking and relaying messages and working cooperatively with the Guest Services Manager, the Front Office team and other departments within the hotel.

Conducts pre-arrival calls to VIP's and leisure guests to provide assistance booking dining, spa, golf, and local activities. They will verify special needs and requests and upsell special services, room types, and amenities. Assists with VIP room inspections.

Completes detailed checks of all weekly arrivals. Reviews guest profiles for preferences an stay history; check listed requests for accuracy and adds photographs when possible. Integrates information from other hotel systems such as SpaSoft and Open Table into Opera and/or Alice.

Completes critical administrative responsibilities. For example, is responsible for input of guest preference data into Opera, Alice and other relevant hotel systems. Corrects and amends written materials and general correspondence such as letters and amenity cards as directed or required.

Provides telephone coverage and support according to hotel standards. Follows the steps of guest service while making and receiving calls; takes and provides detailed messages to communicate accurate and timely information to the team in a timely manner.

Works cooperatively and in coordination with the Front Office, other hotel departments, and third-parties to deliver exceptional guest service to a Four Star standard.

Observes all safety protocols and holds others accountable to hotel and departmental safety standards and procedures.

Completes other duties and special projects as assigned.

All other duties as assigned by the supervisor. Regular attendance in conformance with the standards, which may be established by the Hotel from time to time, is essential to the successful performance of this position. Associates with irregular attendance will be subject to disciplinary action up to and including termination.

Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the Hotel.

Upon employment, all associates are required to fully comply with the Hotel rules and regulations for the safe and efficient operation of the Hotel facilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The ability to effectively deal with internal and external customers some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflicts.

Ability to access and accurately input information using a moderately complex computer system.

Must be able to research and recite events occurring within the local area, by researching through the newspaper and other resources.

Able to communicate in a positive and clear speaking voice.

Excellent organizational skills.

Excellent time management skills, attention to detail, and the ability to manage multiple projects to deadline is important.

Ability to read, listen and communicate effectively in English both verbally and in writing .

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

Ability to write routine reports and correspondence and welcome letters to VIP guests.

Must be familiar with the local area..

The ability to speak additional languages other than English is preferred.

Meets legal age requirements for the position.

EDUCATION and/or EXPERIENCE

Two years prior administrative assistant experience is required. Working knowledge of MS Office programs, such as Excel, Word, and Outlook is also necessary. Ability to type a minimum of 50 words per minute, proofreading skills, and excellent interpersonal communication and presentation skills and manners essential. High School diploma or GED required. Prior hospitality experience is preferred.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to stand; use hands to finger, handle, or feel; and talk or hear. The associate frequently is required to walk and reach with hands and arms. The associate must occasionally lift and/or move up to 10 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

GROOMING

All associates must maintain a neat, clean and well-groomed appearance (specific standards available.)

PAY SCALE

The pay scale for this position is $22.40 per hour, with the position being eligible for a potential increase after six months.

Monterey Plaza Hotel & Spa is an equal employment opportunity employer. Company policy prohibits unlawful discrimination based on race, color, national origin, ancestry, ethnicity, religion (including religious dress and grooming), sex, gender, sexual orientation, gender identity (including gender-related appearance and behavior), partnership status, pregnancy (childbirth, breastfeeding, or related medical condition), age, physical or mental disability, medical condition, military or veteran status, status as a victim of domestic violence, sexual assault, or stalking, genetic information, marital status, ethnicity, alienage, citizenship status or any other protected classification, in accordance with applicable federal, state, and local laws. Consistent with the American's With Disabilities Act, applicants may request accommodation needed to complete the application process. Please contact the People and Culture Department if you have any questions regarding this policy.