What are the responsibilities and job description for the Guest Services Coordinator position at El Roblar Investment Property Manager LLC?
Team Leadership & Management
- Lead by example in professionalism, appearance, and guest interaction
Guest Services
- Serve as the primary point of contact for VIP guests and special requests (primary focus: Bungalows, Bungalow Suites, & Sycamore House Guests)
- Ensure LQA Standards are consistently met and exceeded.
- Respond, manage, and engage with the guest surveys.
- Provide personalized recommendations for dining, entertainment, transportation, and local attractions
- Handle complex or high-priority guest requests and resolve issues promptly
- Ensure all guest interactions are warm, courteous, and exceed expectations
Operations & Coordination
- Maintain strong relationships with local vendors, restaurants, and service providers
- Oversee booking arrangements (dining, tours, transportation, events, etc.)
- Ensure accurate record-keeping of guest preferences and requests
- Collaborate with front desk, housekeeping, and management to ensure seamless guest experiences and amenity programs.
Quality & Standards
- Uphold Hotel’s brand & Leading Hotels of the World standards /service philosophy
- Monitor guest feedback and implement improvements where needed (surveys)
- Create office hours for guests which may include a mobile concierge desk area.
- High school diploma or equivalent; degree in hospitality or related field preferred
- 1–3 years of concierge or customer service excellence
- Strong knowledge of local attractions, dining, and entertainment options
- Excellent communication and interpersonal skills
- Ability to multitask and perform well under pressure
- Proficiency in hotel management software and Microsoft Office
- Professional appearance and demeanor
The Guest Services Coordinator is responsible for overseeing the concierge team needs and delivering exceptional guest service experiences.
This role combines leadership, guest relations, and local expertise to ensure guest requests are handled efficiently, professionally, and with a personalized touch that reflects the hotel’s standards.