Guest Relations Coordinator

Job title: Guest Relations Coordinator

About the Role The Guest Relations Coordinator at Hope Lodge helps create a welcoming, supportive environment for guests by managing referrals, check-ins, and delivering excellent customer service. You will coordinate guest services, supervise the concierge team, and ensure smooth experiences during guests' stays. This is a full-time onsite role with a schedule of Sundays–Thursdays from 11:00 a.m. to 7:00 p.m.

What You'll Do

• Manage guest referrals and check-ins directly, ensuring efficient and accurate processing of guest arrivals, registrations, and room assignments.
• Supervise the concierge team, providing guidance, support, and training to ensure high-quality customer service and responsiveness to guest inquiries, requests, and needs.
• Coordinate guest services and amenities, including transportation arrangements, meal services, and special accommodations, to enhance the overall guest experience and meet individual needs.
• Maintain open communication with internal departments (program, administrative, maintenance) to coordinate efforts and address any guest-related issues or concerns promptly and effectively.
• Conduct regular inspections of guest rooms and common areas to ensure cleanliness, maintenance, and compliance with Hope Lodge standards, addressing any deficiencies or issues promptly and appropriately.
• Gather guest feedback and reviews, address any complaints or concerns in a timely and professional manner, identify service recovery opportunities, and implement corrective actions as needed to enhance guest satisfaction and loyalty.
• Manage administrative tasks such as updating guest records, managing room inventory, and preparing reports as needed to support efficient guest services operations.

What We're Looking For

• Minimum 2 years of experience in hospitality, guest services, or a related field, with knowledge of guest relations and check-in procedures.
• High School Diploma or equivalent; additional education or certification in hospitality management, office administration, or a related field is preferred.
• Excellent communication and interpersonal skills, with the ability to interact effectively with guests, staff, and stakeholders from diverse backgrounds.
• Strong leadership and supervisory skills, with the ability to motivate and support a team of concierge staff.
• Ability to work independently and make sound decisions under pressure, demonstrating resourcefulness, adaptability, and problem-solving skills.
• Availability to work flexible hours, including evenings, weekends, and holidays, to accommodate guest arrivals and ensure coverage during peak periods.
• Proficiency in computer skills, including familiarity with reservation systems and Microsoft Office Suite.
• Conflict resolution abilities and a customer-service orientation, with strong organizational and time-management skills.
• Interpersonal skills and empathy for guests and staff, especially in challenging situations.

Nice to Have

• Additional education or certification in hospitality management or related fields is preferred but not required.

Compensation & Benefits

• Salary: $22 per hour. Schedule: Sundays–Thursdays, 11:00 a.m.–7:00 p.m.