What are the responsibilities and job description for the Guest Relations Coordinator position at Proper Hospitality LLC?
Description
Situated in Downtown’s Second Street District, Austin Proper Hotel & Residences is the newest luxury lifestyle hotel in Austin, just steps from Lady Bird Lake, the legendary Austin City Limits music venue and nearby boutiques. With inspiring interiors by Kelly Wearstler and culinary offerings in collaboration with MML Hospitality, Austin Proper offers 238 rooms and suites, a dedicated spa and fitness center, and 9,500 square feet of meeting and event spaces, including a rooftop pool deck offering small-batch tequilas and majestic lake views. Anything less just wouldn’t be Proper.
Job Overview
The Guest Relations Coordinator is an hourly position that plays a pivotal role in ensuring an exceptional guest experience. As a vital member of the Guest Relations team, this position is responsible for providing unparalleled service, anticipating guest needs, and creating lasting memories for our valued guests, and upholding the hotel's reputation.
Responsibilities & Duties
- Greet guests warmly upon arrival and departure, ensuring a personalized and memorable experience.
- Establish and maintain a rapport with guests, providing information, assistance, and recommendations as needed.
- Handle guest inquiries, requests, and concerns promptly and professionally.
- Assist with check-in and check-out procedures, including luggage handling and room escort services.
- Coordinate special requests and amenities for FOPs and repeat guests.
- Address and resolve guest complaints or issues in a timely and effective manner, striving for guest satisfaction, enter glitches for all.
- Keep detailed records of guest interactions and issues, ensuring that necessary follow-up actions are taken.
- Maintain a thorough understanding of guest preferences and special occasions, using this knowledge to enhance the guest experience.
- Liaise with other hotel departments to ensure seamless guest services.
- Provide regular updates to the Guest Relations Manager regarding guest feedback, trends, and challenges.
- Maintain accurate guest profiles and records using the hotel's reservation system, merge profiles.
- Assist in preparing reports related to guest satisfaction, occupancy, and other relevant metrics.
- Participate in ongoing training and development programs to enhance knowledge of hotel services, local attractions, and industry trends.
Qualifications & Education
- Minimum of a high school diploma or certificate, post high school education and degree preferred.
- Bachelor’s degree in hospitality management or a related field preferred.
- Minimum one year prior experience in a similar role
- Previous experience in a guest relations role within a luxury hotel is highly desirable.
- Exceptional interpersonal and communication skills.
- Proven problem-solving abilities and a genuine passion for guest satisfaction.
- Strong organizational and multitasking skills.
- Effectively communicate with the management, guests, and colleagues.
- Analyze information and evaluate results to choose the best solution and solve problems.
- Proficiency in hotel reservation systems and office software.
- Impeccable grooming and presentation.
- Demonstrate ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
- Uses basic computer hardware and software.
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance.
- Stand, sit, or walk for an extended period or for an entire work shift.
- Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
- Flexibility to work non-traditional hours, including evenings, weekends, and holidays.
- Must be at least 18 years old.
- Must be authorized to work in the United States
Company Overview
Proper Hospitality is made up of a diverse group of passionate individuals who share a common love for hotels and the art of hospitality. Our philosophy is simple: There is a right way to do things, and anything less just isn’t proper. We are seeking out the “best of the best” from inside and outside of the industry to work alongside us as we grow a new kind of lifestyle Hospitality Company inspired by a centuries-old tradition. The work is challenging, fast-paced, and rewarding above all.
Proper Hospitality provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender, gender identity or expression, genetics, or any other federal/state protected category.
Proper Hospitality will consider qualified applicants with criminal histories in a manner consistent with local Fair Chance Hiring Ordinances.
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