Guest Service Coordinator - Front Office - Williamsburg Lodge chez Colonial Williamsburg Foundation

Who We Are

Founded in 1926, the Colonial Williamsburg Foundation is a private, not-for-profit educational, historic, and cultural institution that owns and operates one of the largest and best-known museum complexes in the world. Our mission is “that the future may learn from the past” through preserving and restoring 18^th-century Williamsburg, Virginia’s colonial capital. We engage, inform, and inspire people to learn about this historic capital, the events that occurred here, and the diverse peoples who helped shape a new nation.  

Today, Colonial Williamsburg is the largest living history museum in the U.S. The Historic Area is the 301-acre restored colonial capital with 89 original buildings and 525 buildings reconstructed to how they appeared in the 18th century through extensive archaeological, architectural, and documentary research. The Historic Area is staffed by highly trained, historically dressed interpreters and expert tradespeople who bring the 18th century to life. The Foundation also owns and operates two world-class museums, the DeWitt Wallace Decorative Arts Museum, and the Abby Aldrich Rockefeller Folk Art Museum, The Bob and Marion Wilson Teacher Institute, and a renowned research library, the John D Rockefeller Jr Library.

Additionally, Colonial Williamsburg is home to five world class accommodations at the Williamsburg Inn, Williamsburg Lodge Autograph Collection, the Griffin Hotel, the Williamsburg Woodlands Hotels and Suites and the unique Colonial Houses in the Historical Area. Visitors may also indulge in food and drink at our many on site restaurants and taverns that blend a historically inspired dining experience with today’s evolved tastes. Each year over 5 million people visit Williamsburg and another 20 million engage with us digitally.

About the Position

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.

Main Duties:

1. Ensures high quality and consistency of Marriott Autograph Collections Standards are met.
2. Communicates with guests before, during and after their stay, using a variety of operating systems.
3. Keeps accurate records of guest information and requests.
4. Dispatches other departments to act on guests requests in a timely manner.
5. 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.
6. Aid the front desk and guest service agents and assists at the front desk when necessary.
7. Reviews guest satisfaction results in a timely fashion including Medallia, TripAdvisor, and Google feedback.
8. Effectively responds to guest feedback and actively seeks out a positive resolution for the guest.
9. Follow department policies, procedures, and service standards, including safety policies.
10. Perform additional duties as assigned.
11. Works a flexible schedule, including days, nights, weekends, and holidays.

Required and Preferred Education and Experience: 

Required: 

• Prior experience in any customer service role.

 Preferred: 

• Luxury 4-5-star hotel guest service experience.
• Previous experience working at a Marriott Branded Hotel.

• Previous experience working with Opera.
• Previous experience working as a phone operator

Qualifications: 

• Works a flexible schedule, including days, nights, weekends, and holidays.
• Detailed understanding of all resort operations departments.
• Technologically savvy, possessing the aptitude and desire to learn new technology in ways that benefit 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.

This is a non-exempt position, eligible to receive overtime in accordance with the Fair Labor Standards Act (FLSA). This position may be subject to overtime during high peak times, etc. as directed and approved by the supervisor.