Operations Coordinator

Hotel Granduca - Houston, TX

Full-time - Entry Level

Houston, TX

About the position

The Operations Coordinator at Hotel Granduca plays a crucial role in ensuring smooth communication and operations within the hotel. This position involves answering internal and external telephone calls in a friendly and courteous manner, directing calls through the hotel switchboard, and inputting wake-up calls and messages into the system. The coordinator acts as a liaison to all appropriate local Emergency Services, coordinating communications related to emergency procedures, alarms, life safety, natural disasters, and shuttle van services. The role requires a proactive approach to managing guest inquiries and requests, ensuring that all communications are handled efficiently and effectively. The Operations Coordinator is responsible for transcribing complete messages and verifying their accuracy, as well as reading and verbally reciting exact messages for guests. This position may also involve recording reservations during special hotel programs and assisting with administrative duties in the Food & Beverage department. The coordinator must remain calm and polite, especially during emergency situations or busy hotel activity, and must listen carefully to identify the nature of problems and respond appropriately according to established procedures. In addition to handling guest inquiries, the Operations Coordinator must adhere to all company policies and procedures, follow safety and security protocols, and maintain a neat and well-groomed appearance. The role requires a commitment to providing a safe work environment and reporting any unsafe conditions or incidents to management. Overall, the Operations Coordinator is essential in maintaining high standards of service and communication within the hotel, contributing to a positive guest experience.

Responsibilities

• Answer internal and external telephone calls in a friendly and courteous manner.
• Direct calls through the hotel switchboard.
• Input wake-up calls and messages into the system and retrieve messages as requested.
• Coordinate communications within the hotel regarding emergency procedures, alarms, life safety, and shuttle van services.
• Act as a liaison to local Emergency Services.
• Transcribe complete messages and verify their accuracy.
• Record reservations during special hotel programs as needed.
• Provide timely information through two-way radios in response to emergencies and guest requests.
• Take and enter In-Room Dining (IRD) orders and Food & Beverage reservations in the system.
• Assist with administrative duties in the Food & Beverage department.
• Briefly answer basic inquiries such as time, extension numbers, outlet hours, and available services.
• Remain calm and polite during emergency situations and heavy hotel activity.
• Initiate emergency response as necessary and document pertinent details.
• Resolve complications and complaints such as missed wake-up calls or messages.
• Adhere to all company policies and procedures, including safety and security protocols.

Requirements

• High school diploma or GED preferred.
• Prior experience in a luxury full-service hotel is preferred.
• Experience with Forbes 4-star or Leading Hotels of the World (LHW) standards is an asset.
• Ability to access and accurately input information using a computer system.
• Ability to read and comprehend the English language to communicate clearly with guests.
• Computer skills in Microsoft Word, PowerPoint, and Excel are required.

Nice-to-haves

• Experience in a luxury hotel environment.
• Familiarity with emergency response procedures.