Guest Service Coordinator - Front Office

GUEST SERVICE COORDINATOR - FRONT OFFICE

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The Guest Service Coordinator directly assists in the execution of operations in the Front Office. This position is based at the Lodge Front Office and works directly with Front Desk Agents, Bell Staff, and Housekeeping teams to ensure a successful guest journey. The coordinator strives to continually improve guest satisfaction through thorough understanding of guest needs and diligent pre‑planning. They answer the phone first and route guests’ calls to the appropriate departments or assist guests on the spot.

Maintaining all programs required by Colonial Williamsburg Company, The Forbes Standards, the Marriott Autograph Collections Standards, and Crescent Hotels & Resorts is essential.

• Ensures high quality and consistency of Marriott Autograph Collections Standards are met.
• Communicates with guests before, during, and after their stay, using a variety of operating systems.
• Keeps accurate records of guest information and requests.
• Dispatches other departments to act on guest requests in a timely manner.
• Identifies and resolves problems in a timely manner and gathers and analyzes information skillfully; thinks creatively to solve problems, conduct organizational planning, and meet strategic goals.
• Aids the front desk and guest service agents and assists at the front desk when necessary.
• Reviews guest satisfaction results promptly, including Medallia, Trip Advisor, and Google feedback.
• Effectively responds to guest feedback and actively seeks a positive resolution for the guest.
• Follows department policies, procedures, and service standards, including safety policies.
• Performs additional duties as assigned.
• Works a flexible schedule, including days, nights, weekends, and holidays.

• Prior experience in any customer service role.
• Luxury 4‑5‑star hotel guest service experience (preferred).
• Previous experience working at a Marriott‑branded hotel (preferred).
• Previous experience working with Opera (preferred).
• Previous experience working as a phone operator (preferred).

• Works a flexible schedule, including days, nights, weekends, and holidays.
• Detailed understanding of all resort operations departments.
• Technologically savvy, possessing aptitude to learn new technology that benefits the team and the hotel.
• Analytical skills, as well as problem‑recognition and resolution skills.
• Excellent communication and organizational skills.
• Ability to work well under pressure in a fast‑paced environment.
• Ability to multitask and handle multiple phone calls/requests at once.
• Ability to focus attention on guest needs, remaining calm and courteous always.

• Entry level

• Full‑time

• Management and Manufacturing

• Hospitality

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.