Guest Relations Coordinator

Montage International; Washington (District of Columbia); On-site; USD 71,635,000 - 77,366,000; Full time

Job summary

Montage International in Washington, DC is seeking a Guest Relations Coordinator to connect with guests before arrival and tailor the luxury experience to their needs.

You will contact guests seven days prior to arrival, confirm details, manage profiles, and coordinate with Front Desk, Housekeeping, and Room Service to ensure a flawless stay.

This role requires hospitality experience, excellent communication, punctuality, and a courteous, proactive approach to guest satisfaction.

Qualifications

• High school or equivalent education required.
• Clear communication in guest languages.
• Reliable attendance and flexible schedule.
• Previous hospitality experience preferred.
• Attention to detail and courteous demeanor.

Responsibilities

• Greet guests and create a welcoming experience in the lobby.
• Coordinate with departments to fulfill guest needs.
• Manage guest profiles and pre-arrival communications.
• Assist with check-ins/check-outs using hotel systems.
• Maintain knowledge of hotel services and local area.
• Handle guest requests and ensure timely follow-up.
• Support Front Desk, Housekeeping and Room Service as needed.
• Ensure cleanliness and professional appearance of work areas.

Skills

Communication skills

Punctuality

Flexibility

Attention to detail

Hospitality experience

Education

High school diploma or equivalent

Tools

POS software

Property management software

Job description

Live Your Passion. Add Your Magic. At Montage International, we are doing something different, something exciting and it takes passionate people to bring our vision to life. We have built a culture that leads with the important notion we live by every day; do what you love. If this resonates with you, we look forward to receiving your application. We welcome applicants with disabilities and provide reasonable accommodations as needed to our applicants. Please discuss with our hiring managers during our selection processes.

Please let us know if you have any questions.

Guest Relations Coordinator SUMMARY

The role of a Guest Relations Coordinator is to connect with our guests prior to arrival and capture information to customize the ultimate luxury guest experience that is tailored to their needs. Guest Relations will reach out to all guests 7 days prior to arrival, to determine if they have any special needs or preferences and reconfirm or obtain reservation details such as arrival time, billing arrangements, or any special request. Guest Relations will manage and maintain guest profiles ensuring that all preferences and information is complete and accurate. Guest Relations will be well-versed with all hotel services and facilities, including the surrounding area.

ESSENTIAL FUNCTIONS

• Serves as “Ambassador” for the hotel– create instant rapport with guests through simple but genuine interactions that instill a sincere feeling of welcome and appreciation
• Coordinate with all concerned departments to fulfill guest needs and requests
• Welcomes the VIP guest upon arrival within Hotel Lobby
• Have knowledge of using the point of sale software, property management software and any other system or software to perform check-ins / check-outs manage guest profiles, room reservations, requests apply payment, verify and adjust billing activate room keys
• Fully conversant on accommodation features: layout, room type, location, decor, in room facilities and equipment
• Fully aware of operating procedures for all electrical and electronic equipment in the guest room
• Keeps concerned departments informed about the guest allergies and food preferences
• Serves the guests in a calm, discrete and courteous manner, respecting timing standards
• Supports the other departments such as Front Desk, Housekeeping and Room Service with their duties
• Maintain cleanliness of work areas, china, glass, etc., throughout the day
• Performs all his/her duties with the sense of priority and dedication
• Hosts and welcome all guests in a gracious and polite manner, and to have the ability to hold a conversation with the guest in a natural and spontaneous manner
• Carries out checkout in efficient manner, offering luggage assistance and transportation
• Wishes fond farewell to the guest at the time of departure
• Takes notes of all the information, updates and instruction and giving proper handover before signing off from the shift
• Attends and contributes to all meetings, Departmental and Hotel training as scheduled and other related activities

QUALIFICATIONS

• High school or equivalent education required
• Be able to communicate clearly and understand the predominant language(s) of our guests
• Punctuality and regular and reliable attendance
• Availability to work flexible schedule, including weekends and holidays
• Previous restaurant or hospitality experience preferred
• Great attention to detail
• Excellent communication skills – eloquent and well-versed

PHYSICAL REQUIREMENTS

• Position requires walking and standing most of the working day; must be able to stand and exert well-paced mobility for up to 8 hours in length
• Must be able to bend, stoop, squat and stretch to fulfill tasks
• Requires manual dexterity, grasping, writing, standing, sitting, walking, repetitive motions, bending, and climbing

The pay scale for the Guest Relations Coordinator position is $26.00 per hour. The pay scale is the base salary or hourly wage range, exclusive of incentive pay such as commissions, piece rates, gratuities, and the like, that Montage reasonably expects to pay for the position.

In the United States we are proud to be an EEO employer M/F/D/V.

We maintain a drug-free workplace and perform pre-employment substance abuse testing.

At Montage Hotels & Resorts and Pendry Hotels, we’re committed to delivering extraordinary, personalized and authentic experiences. How we get there is by empowering our associates to think creatively. Grow their talents. Encourage them to have fun. And allow them to follow their passion in creating moments guests will long remember. At Montage and Pendry, opportunities for career growth are bountiful, and training programs are open to those seeking advancement. We encourage all of our associates to continuously learn and grow. Working at Montage and Pendry is more than a job; it’s a way of life.