Guest Relations Coordinator

Location Charleston, SC
Property The Spectator Hotel
Date Posted November 1, 2018
Job Type Administrative, Customer Service


Charleston, SC – The Guest Relations Coordinator is responsible for shaping memorable, personalized, and one-of-a-kind experiences for our guests mainly via phone and email. The Guest Relations Coordinator is a powerhouse of information, serving as an ambassador for the city of Charleston and an expert representative of The Spectator Hotel and all areas of our operation.

Task and Responsibilities:

  • Answer telephones in a professional, courteous manner with proper greeting and closing, providing personalized guest service
  • Answer and respond to internal and external calls in the hotel’s continuing effort to deliver outstanding guest service and financial profitability
  • Operate computers and multiple phone lines
  • Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries
  • Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner
  • Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction
  • Receive, input, retrieve and relay messages to guests
  • Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing an introductory orientation to the property
  • Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, handling money, processing credit and debit cards, accepting and recording various forms of payment, making change and processing gift certificates and cards
  • Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy
  • Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner
  • Initiate and follow through on guest requests such as additional amenities, transportation set up, arrangement of flower requests, restaurant reservations
  • Prepare guest vouchers for tours, sights, rides as per requests .and provide to the Concierge for hand-out at time of arrival
  • Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction
  • Make and review room reservations according to established standards
  • Process guest check-outs by reviewing charges, processing payment, and updating room status; answer, record, and process all guest calls, messages, requests, questions, or concerns
  • Coordinate with Housekeeping to track readiness of rooms for check-in and arrange for special requests
  • Communicate parking procedures to guests and visitors; dispatch valet staff as needed
  • Run daily reports regarding arrivals, departures, and special requests in order to establish a thorough understanding of each day’s events
  • Provide any packaged room reservation promotion inclusions to the guests for the packages offered such as gift cards, welcome cards and anniversary cards
  • Prepare welcome greeting cards for the GM’s VIPs and have GM sign those prior to providing those with welcome amenities for room deliveries
  • Count bank and conduct cash, check, debit and credit card transactions with consistent accuracy
  • Balance and drop receipts according to accounting specifications
  • Maintain an accurate working knowledge of local providers to service guest requests for special arrangements (transportation, dry cleaning, pharmacy, and florist)
  • Anticipate and respond to special requests with an insight into each person’s unique needs. Follow up to ensure satisfaction
  • Gather, summarize, and provide information to guests about the property and local points of interest, including dining, attractions, shopping, special events, and activities
  • Provide clear walking and driving directions for the local area with or without use of a map
  • Answer guest questions in person, over the phone, and via email
  • Record, process, and follow up on all actionable items
  • Contact and dispatch appropriate department (Bell person, Housekeeping, Maintenance) as necessary to resolve guest call, request, or issue
  • Review shift logs and email communication
  • Record and pass along important information; Monitor public areas for service, comfort, safety, and well-being of guests
  • Follow all company policies and procedures; ensure uniform and personal appearance is clean and professional
  • Maintain confidentiality of proprietary information; protect company assets
  • Welcome and acknowledge all guests according to company standards
  • Thank guests with genuine appreciation.
  • Assist individuals with disabilities
  • Assist in any additional administrative tasks that may need to be worked on for invoicing purposes, request set up, room inventory, control center of any third party site and its correspondence

Jon Requirements:

  • 1-year hotel experience required (luxury hotel experience preferred)
  • Significant attention to detail
  • Must be able to work a flexible schedule (any shift)
  • Adhere to all company Standard/Conduct policies and procedures
  • Follow the company’s employee hand book for rules and regulations
  • Command of the English language both written and verbal
  • Strong organization and time management skills
  • Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision
  • Punctuality and regular and reliable attendance
  • Interpersonal skills and the ability to work well with co-workers and the public
  • Networking ability to show social skills in a variety of ways including in person and over the telephone
  • Experience with computers / POS systems
  • Ability to access and accurately input information using a moderately complex computer system
  • Able to listen and be aware of surroundings and information being communicated and able to act on information received
  • Move, lift, carry, push pull and place objects weighting less than or equal to 25 pounds without assistance
  • Perform other reasonable job deities as requested by Supervisor as this job description is not an exclusive or exhaustive list of all job functions

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Additional Comments

Recent Blog Highlights


Spectator Named Travel + Leisure’s #1 Hotel


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