Cove Coordinator
Main Duties and Responsibilities:
Assumes responsibilities in the absence of the Asst. Director or Director.
Drives the Guest experience to ensure that the company and divisional goals of 90% or better are met.
Executes organization goals, policies and procedures.
Represents the resort brand, its owners, shareholders, management and employees in an excellent manner.
Reviews forecasts and remains aware of all functions and activities during shift.
Conducts briefing sessions daily, advising staff of objectives.
Generates and produces the department’s daily briefing and activity sheet.
Registers guests upon check-in.
Ensures that guests understand their hotel package, additional charges, use of room key.
Explains any current information on property as required by management.
Assists with recommending change rooms and activities for guests during sold out periods.
Assists with room changes and upgrades.
Advises management and coordinators of any changes that may impact room blocks or availability for arriving guests.
Handles guest complaints in a prompt and efficient manner and works to resolve as many issues as possible, prior to guest departure.
Ensures that the process of posting and correcting relevant charges of guest account is accurate and is in compliance with company’s standards.
Make decisions for complimentary allowances based on poor service for up to $1,000.00.
Responds to calls from RCC to expedite guest requests or address concerns.
Drives follow-up and response to service logs and reports in a timely manner.
Assists in maintaining the repeat guests’ program and maintenance of guest history.
Perform other reasonable duties that may be requested from time to time by management.
The Company operates a twenty-four (24) hour, seven (7) days a week business. Therefore, it may be necessary to change the accustomed shifts at times, as the business demands.
VIP Coordinator Rotation:
Manages all activities in the Cove Club to ensure adequate coverage for a smooth, professional workflow.
Prepares personalized itinerary for V.I.P. guests and ensures the execution thereof.
Ensures the preparation of rooms check-list for submission to housekeeping and engineering two (2) days prior to arrival of special guests, i.e., Board of Directors and celebrities.
Prepares daily listing of V.I.P. guests with room numbers for fruit bowls, ice and turndown amenities for submission to room service and other appropriate departments.
Ensures that floral arrangements and other arrival amenities such as welcome letters are placed in V.I.P. guest rooms.
Conducts daily inspections of all VIP and Cove Club rooms.
Assists with greeting and meeting and escorting VIP guests at check-in.
Provides daily care calls on behalf of management to ensure guest satisfaction.
Assists with food and beverage service to guest in the Club Lounge.
Ensures that departure itinerary such as, limousine pick-up time, flight departure time, and airline seat confirmation are made.
Oversees coordination on special events as requested by VIP guests.
Assists guests requesting golf, dinner and airline reservations whenever job responsibilities permit or directs guest to the Concierge Desk for assistance.
Confers with Meeting Planners and trip directors on their special needs.
Bell Service Coordinators Rotation:
Collects a daily forecast of the prepaid charters, groups and VIPs from Assistant Front Office Manager.
Prepares and maintains arrival/departure control sheet for daily operation and dispatch Bell Services staff efficiently.
Works closely with Bell Services management to ensure that all operational concerns are met and guest expectations are exceeded through professional, courteous and efficient service.
Manages and coordinates proper rotation of all bell persons to assist all guests.
Inspects all equipment and ensures that it is maintained in accordance with the company standards.
Coordinates all guest messages, lost luggage, group amenities, and packages and ensures timely delivery and logging off.
Coordinates all group bag pulls and administers along with Bell Services Manager and staff for prompt delivery.
Inspects quality standards for limousines and shuttle buses.
Rooms Coordinator Rotation:
Forecasts room inventory and where categories are oversold makes changes to balance the inventory.
Prints and verifies room potential revenue report and manual overrides and ensures that all rates locks items have been resolved.
Reviews expected arrivals reports for next day’s arrivals and ensures that rooms are pre-assigned in accordance with guest special requests.
Arranges all room changes for all guests through Bell Services and completes rooms changes to required standards.
Controls and monitors late check out process.
Checks housekeeping report and clears and resolves all discrepancies.
Follows up with Ft. Lauderdale Reservations Office on any missing vouchers.
Updates all “U” status rooms on a continuous basis.
Handles all calls concerning folio adjustments, room changes, room rate information, telephone, food, beverage posting discrepancies, etc.
REQUIRED QUALIFICATIONS:
- At a minimum must have completed High School with above average grades.
- Health Certificate.
- College degree preferred but not essential. If a college degree is not achieved the following qualification is essential.
- Minimum 2 years’ experience in a customer service-related field, preferably the hospitality industry.
- Proficiencies in the following computer applications:
Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint and Lodging Management System (LMS)
- Proven ability to plan, organize and execute requests.
- Outstanding verbal and written communication skills.
- Ability to work in a self-motivated environment with little supervision.
- Ability to manage the administration of multiple tasks at one time.