Guest Experience Coordinator
Job Description
We are currently seeking for passionate and dynamic guest focused Front Office professionals who pride themselves on their ability to deliver extraordinary levels of customer service and provide creative solutions to our guests.
As a Guest Experience Coordinator you are responsible to facilitate the guest’s arrival and departure by streamlining the operation and communication within the Front Office and other departments, ensuring every guest stay will become a memorable experience whereby your role will include key responsibilities such as:
• Maintain effective communication with all related departments to ensure a smooth service delivery
• Deal promptly, efficiently and pleasantly with any queries and resolve guest complaints that may arise
• Maintain good working relationship with all Front Office colleagues with particular emphasis on Guest Services and Front Desk
• Ensure that the guest receive the accommodation he / she is expecting
• Coordinate with all Managers and Supervisors of Front Office to ensure that daily Front Office operations run smoothly
• Coordinate with all other operational departments to ensure all requirements are communicated effectively and efficiently
• Attend to all guest inquires, that are directed to them, in a professional and helpful manner
• Ensure all arriving guests rooms are either assigned prior to arrival or are sufficiently available for the Front Desk to allocate upon arrival
• Maintain an up to date knowledge of all groups in terms of arrival, stay and departure requirements and communicate this with the department
• Ensure all guest billing is prepared prior to departure to avoid any delays or discrepancies
• Ensure that rooms control and room revenue controls are in place
• Ensure all accounting auditing practices are in line with company practices and governmental requirements, check audits and registration cards before sending them to accounts
• Assist the Guest Service team in the lobby when required
• Know all the emergency procedures and general crisis situation management, including fire and emergency procedures, procedures of handling of Fire Panel, ensuring guest and colleagues safety is followed by all team members
• Operate in a safe and environmentally friendly way to protect guests’ and colleagues’ health and safety, as well as protect and conserve the environment
• Comply with the hotel environmental, health and safety policies and procedures
Skills
Education, Qualifications & Experiences You should ideally have a degree in the hospitality field with previous experiences in the Front Office Department within a hotel. You must also have fluency in both written and spoken English and an immaculate personal presentation along with the ability to solve problems effectively. Computer literate and knowledge of Opera will be highly regarded.
Knowledge & Competencies
The ideal candidate will be well versed in Guest Relations and Executive Club operations with excellent presentation and communication skills as well as a high aptitude for customer care. You are an extremely proactive and ‘switched on’ person with an outgoing, charismatic and approachable character. You should work well under pressure in a fast paced environment and be a great team player, who thrives in working with a multi-cultural team and guests alike, while possessing following additional competencies:
Understanding Hotel Operations
Effective Communication
Planning for Business
Supervising People
Understanding Differences
Supervising Operations
Teamwork
Adaptability
Customer Focus
Drive for Results
Job Location Amman, Jordan Contemporary, chic and effortlessly casual, Centro Mada Amman suits the needs of modern travellers who appreciate sophistication and value for money. As the first Centro concept in Amman, the lifestyle business hotel surprises guests with a young and fresh approach, offering well-designed hotel rooms & suites, original contemporary spaces and dynamic facilities and services. With a p... rime location, just minutes from major embassies and ministries in the Abdoun district and close to Amman’s major shopping malls, tourism attractions and corporate hubs including King Hussein Business Park, it is the perfect place to stay. The popular Abdali Boulevard lifestyle development and Amman’s Downtown district are just 10 minutes from Centro Mada and Queen Alia International Airport is 32km away. Choose from 194 hotel rooms and suites, each designed to maximise space, light and efficiency and featuring smart technology and in-room entertainment, as well as modern classic furniture and interiors and modern amenities to ensure you feel comfortable and at home during your stay in Amman. You can dine in, take away, entertain guests and even buy food items and necessities at our modern lifestyle-focused eateries. At FLO, which is open 24 hours daily, enjoy the best of international cuisine with a buffet breakfast or à la carte lunch, grab a snack or food essentials on the go. Why not share snacks and drinks with colleagues or friends any time you like at the cool and casual bar area. Head to the rooftop for laid-back poolside drinks, snacks and light meals day and night at GLO, a modern laid-back poolside venue where, as the name suggests, views of the city create a stunning backdrop. You can also dine in the comfort of your own room or suite, with a 24-hour menu available for your convenience.
