Rooms Coordinator

Primary Objective Of Position

Supports Front Office Managers and the Director of Rooms by supervising and administering all Front Office Operations to ensure profitability, control costs and uphold quality standards to ensure total guest satisfaction.

Responsibilities And Job Duties

• At all times strive to represent Langham in the most professional and courteous manner.
• Being well groomed and conforming with the hotel's dress code ensures same for Guest Reception Colleagues.
• Be informed about daily operations and events.
• Able to work on weekends if necessary and on high business level days.
• Is in the guest area during high traffic times to assist the front office team and to ensure smooth operations.
• Leads and motivates all Guest Reception colleagues to include training, communicating objectives for the day, coaching/disciplining, scheduling, and performance evaluations to ensure adherence to all service and productivity standards.
• Checks and coordinates with room reservations, front office systems, supplies forecasting and department budget to maximize revenue. Compiles and reports, including rate and availability calendar.
• Ensure Show Time is conducted in all areas and all colleagues are fully versed in Langham’s company philosophy, Brand Standards and Forbes service standards.
• Communicates with guests and colleagues both verbally and in writing and provides clear and professional direction. Organizes, conducts and/or attends meetings to obtain and share information.
• Ensures all colleagues are trained on defect resolution skills with appropriate follow- up processes are in place.
• Assists with the implementation and monitoring of all corporate marketing programs from LHG.
• Ensures that Langham’s Brilliant recognition program for guests is in place and executed according to 1865/LHG standards.
• Ensures that daily training is provided for technical skills, hospitality updates, communication, management, and organizational skills. Leads by example: Provides a high-quality service environment and promotes aggressive and engaging hospitality towards all guests.
• Assists in check in/ check out of guests or any related guest service activity.
• Perform other duties as requested. For example, special requests from guests or special projects from departmental managers.
• Be knowledgeable about all emergency plans and know how to act upon them. Report any unusual occurrences immediately to the Director of Security, Hotel Manager or the Managing Director, whichever is most appropriate.
• Assign rooms according to guest requests and preferences whenever possible.
• Review traces, VIPs, and blocking for special requests.
• Balances inventory for the day and communicates closely with reservations for future days.
• Attend Resume meetings weekly and send resume recaps to the team.
• Go through VIPs for the next day and attends arrival meeting for the next day with DOR and FO Management.
• Inform teams on VIPs for the next day to overnight for the daily legend.
• Blocks VIP rooms and communicates and coordinates with Housekeeping and Engineering to ensure defect free.
• Blocks all arrivals before leaving for Private kitchen and Housekeeping to conduct turndown and amenity process.
• Pre-register designated guests and prepare key packets. Organize and coordinate check-in/pre-registration procedures for arriving groups.
• Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff.
• Confirm reservations and cancellations.
• Review OOO and OOS rooms daily.
• Ensure rates match market codes and proper routing of packages/billing and document exceptions.
• Identify any over-commitments.
• Perform duplicate reservation checks.
• Run shift reports and review GSA checklists to ensure compliance and completion.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Front Office Rooms Coordinator is to be fully versed on the Langham Brand Standards, Forbes Service Standards and Front Office operating systems in order to develop, support, and ensure performance accountability for the guest reception team.

Special Skills Required

• Considerable knowledge of computer systems for registration, reservations and backup systems.
• Above average mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
• Ability to read, write, speak and understand the English language to communicate with guests and team members.
• Thorough organizational and supervisory skills proficient in accomplishing the task.
• Ability to analyze complex statistical data and make judgments accordingly.
• Ability to effectively deal with internal and external guests, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.

Education Required

High School Diploma required. College degree in the hospitality field preferred.

Experience Required

Minimum of 6 months experience as a Guest Service Agent, preferably in luxury hotel.

Licenses Or Certificates

CPR Certification and/or First Aid Training preferred. Ability to obtain any government required license or certificate.

EOE, Including Disability/Veterans