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Guest Service Coordinator - Front Office

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DoubleTree by Hilton Orlando at SeaWorld

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Location:
United States , Williamsburg

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Category:
Hospitality and Tourism

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Guest Service Coordinator directly assists in the execution of operations in the Front Office. This position is based out of the Lodge Front Office and works directly with the Front Desk Agents, Bell Staff, and Housekeeping teams to ensure a successful guest journey. This position strives to continually improve guest satisfaction through thorough understanding of guest’s needs and diligent preplanning. The Guest Service Coordinator is tasked with answering the phone first and routing guests calls to their respective departments or assisting 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 to this position.

Job Responsibility:

  • 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 guests requests in a timely manner
  • Identifies and resolves problems in a timely manner and gathers and analyzes information skillfully
  • thinks creatively to solve problems, to conduct organizational planning and to meet strategic goals
  • Aid the front desk and guest service agents and assists at the front desk when necessary
  • Reviews guest satisfaction results in a timely fashion including Medallia, TripAdvisor, and Google feedback
  • Effectively responds to guest feedback and actively seeks out a positive resolution for the guest
  • Follow department policies, procedures, and service standards, including safety policies
  • Perform additional duties as assigned
  • Works a flexible schedule, including days, nights, weekends, and holidays

Requirements:

Prior experience in any customer service role

Additional Information:

Job Posted:
May 05, 2026

Work Type:
On-site work
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