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MERRITT HOSPITALITY LLC Guest Service Coordinator in Lakewood, Ohio

Guest Service Coordinator Job Locations US-OH-Cleveland Requisition ID 2024-48724 Category Front Desk / Guest Services Position Type Regular Full-Time FLSA Status Non-Exempt Location Name Westin Cleveland Min USD $20.00/Yr. About Us The Westin Cleveland is a stunning 484 room hotel located in the heart of downtown Cleveland, around the corner from the Rock and Roll Hall of Fame, Great Lakes Science Center and Cleveland Convention Center. For sports lovers, the FirstEnergy Stadium and Rocket Mortgage Field House Arena are less than a mile away. This beautiful property features refined spaces highlighting dynamic works from local artists adding a touch of class and sophistication to our hotel lobby. Here at The Westin Cleveland, we are looking for individuals who have a passion for outstanding service. We strive to create an experience where the guests come back because of the excellence and family feel. We want you to be a part of Cleveland's history! Don't meet every single requirement of this job? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization! We value U.S. military experience and invite all qualified military candidates to apply. Overview We are looking for a customer service professional to join our team at the beautiful Westin Cleveland Downtown! This position will champion Marriott brand standards and facilitate guest expectations. As a Guest Service Coordinator you will support the Front Office in providing superior guest service by fielding all guest issues and requests received by telephone with the goal of addressing and resolving any problems in an efficient and timely manner. The position serves in a supervisory capacity and assists at the front desk during high guest volume periods and necessary support. Responsibilities Assist the front office will all pre-arrival and post-arrival requirements to ensure a superior guest experience and full satisfaction on their visit. Utilize marriott systems to communicate with guests, view guest survey results and contact guests regarding issues during their stay. Assist with group contract requirements, room blocking, site visits and front office matrixing of guest room blocks. Promptly answer telephone calls, greet callers with a positive and clear voice. Listen to ascertain the correct extension. Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages from the computer as requested. Read and verbally recite exact messages for guests. Act as dispatcher for security, guest services and property operations associates. Provide timely information via paging system and two way radios to associates in response to emergencies and guest requests such as plumbing problems, airport shuttle service, etc. Briefly answer basic inquiries, time, extension numbers, outlet hours, etc. Remain calm and polite especially during emergency situations or heavy hotel activity. Resolve complications and complaints such as missed wake up calls or missed messages using previous experience and good judgment. Comply with attendance rules and be available to work on a regular basis. Perform any other job related duties as assigned. Qualifications Must have excellent communication skills. Prior hotel experience preferred. Previous Marriott / Lightspee