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.