Senior Guest Service Coordinator

Job Description

Job Description

SUMMARY : The Senior Guest Service Representative is the point of reference for the other Guest Service Representatives in ensuring the team is delivering the highest level of Customer Satisfaction to SilverDoor's Guests. This includes being involved as a subject matter expert and escalation point for guest issues, working with the Customer Experience Manager/ General Manager to identify improvement areas, partnering with cross functional team to document and implement processes.

REPRESENTATIVE DUTIES :
(Employee may perform any combination of the essential functions shown below. This position description is not intended to be an exhaustive list of all
duties, knowledge or abilities associated with this classification, but is intended to accurately reflect the principal job elements).

• Works with Customer Experience Manager to facilitate training and development of Guest Services team. 
• Receives and processes service request calls for guests ensuring that all their needs are met within the parameters of Synergy Global Housing service standards 
• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
• Works as a subject matter expert and provides daily direction and communication to Guest Services team. Ensures customer service items are answered in a timely, efficient and knowledgeable manner.
• Works as a leader of special or ongoing projects that are important to the Guest Services team process improvement.
• Manage time and attendance for a select group of Guest Services Representative. 
• Works on multiple assignments at any one given time.
• Receives and processes service request calls for guests ensuring that all their needs are met within the parameters of Synergy Global Housing service standards. Follows-up with appropriate property to ensure services are complete. Follows-up with each guest to ensure guest satisfaction.
• Schedules vendor services (furniture, housewares and utilities) and communicates with properties ensuring authorization is granted for all vendors and employees to access apartments when needed. 
• Provides overall day-to-day customer service and coordinates with other departments to efficiently accommodate guests’ requests.
• Completes high-quality work according to job specifications while simultaneously producing the required amount of work within established timetables. 
• Achieves or exceeds guest satisfaction ratings as established by the company. 
• Follows up with appropriate property to ensure services are complete and follows up with each guest to ensure guest satisfaction 
• Schedules vendor services (furniture, housewares and utilities) and communicates with properties ensuring authorization is granted for all vendors and employees to access apartments when needed. 
• Reviews field inspectors move-in check lists ensuring all deficiencies have been rectified.

JOB REQUIREMENTS:

Knowledge of:

• Proficient in usage of Microsoft Office. 
• Excellent communication skills to build rapport and maintain working relationships while delivering a high standard for service for all staff. 
• Solves a variety of problems involving several concrete variables in standardized situations.

Abilities:

• Creative problem solver with can “do what it takes to get the job right” approach, customer service/positive attitude/approachable, organized, detail-oriented and effective time management skills/ability to multitask.
• Achieves results and meets deadlines that are set by the company itself.
• Multi-tasking and organization is required. 
• Works seamlessly in a team-oriented environment as well as individually. 
• Demonstrates passion for guest satisfaction and company success. 
• May have to occasionally work evenings, weekends or holidays. Overtime is sometimes required. 

We are an equal opportunity employer and do not discriminate based on race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age (40 or older), disability, or genetic information.