Summary:

As a Guest Service Coordinator, your role is essential in delivering accurate, timely service as you respond to inquiries, manage bookings, and provide detailed information from the command center. You stay up to date on daily hotel rates and room availability, ensuring every guest interaction is informed, efficient, and aligned with our service standards. Your ability to manage high volumes of communication and data with precision supports smooth hotel operations and directly contributes to maximizing occupancy and revenue.

Essential Functions and Responsibilities:

Provide timely and courteous guest service consistent with the company’s guest service culture Answer all incoming command center calls and respond with professionalism and accuracy Manage guest bookings and inquiries, providing current information on room availability and hotel rates Resolve guest complaints and disputes in a manner that ensures guest satisfaction Coordinate guest requests, including early check-ins, late check-outs, special needs, and special accommodations by communicating with Housekeeping and other relevant departments Manage and distribute guest gift cards as needed Run essential hotel reports and manage due outs Maintain clear communication and collaboration with Front Desk, Housekeeping, Facilities, and Casino departments Build and maintain positive relationships with guests and team members across departments Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, if they apply to the position Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company’s guest service culture standards Perform other duties as assigned