Service Coordinator

Position Summary

The Group Coordinator / Front Desk Associate is responsible for coordinating group reservations, meetings, events, and related guest services while providing professional front desk support. This position serves as a primary point of contact for group clients, ensuring that reservations, meeting arrangements, billing information, and guest requests are handled accurately and efficiently.

The successful candidate will provide exceptional customer service, maintain organized records, communicate effectively with other departments, and assist with the daily operations of the front desk to ensure a positive guest experience.

Essential Duties and Responsibilities

Group Coordination and Event Support Coordinate group reservations, meeting room bookings, and event arrangements. Communicate with group leaders and clients regarding reservations, rooming lists, arrival times, meeting room setups, and special requests. Prepare and maintain Banquet Event Orders (BEOs), group summaries, and other necessary event documentation.

Communicate group requirements and event details to housekeeping, maintenance, food and beverage, front desk, and other applicable departments. Review group reservations for accuracy and ensure room blocks, meeting spaces, and special arrangements are properly documented. Prepare and process daily group charges, ensuring that charges are accurately posted to the appropriate accounts.

Assist with group billing, deposits, payment tracking, and account reconciliation as assigned. Follow up with group contacts before, during, and after their stay to ensure satisfaction and address concerns. Maintain organized files and records for group reservations, contracts, event details, and billing documentation.

Front Desk and Guest Services Welcome guests and provide courteous, professional service throughout the guest experience. Process guest check-ins and check-outs accurately and efficiently. Make, modify, and cancel reservations in accordance with property procedures. Answer incoming telephone calls, respond to guest inquiries, and direct calls to the appropriate departments.

Provide information regarding lodge amenities, park activities, golf, dining, events, and local attractions. Handle guest requests, concerns, and complaints professionally, involving management when appropriate. Process payments, prepare receipts, and follow established cash-handling and financial control procedures. Maintain accurate guest information and reservation records while protecting confidential information.

Assist with balancing front desk transactions and completing required daily reports. Maintain a clean, organized, and welcoming front desk area.

Qualifications

and Requirements High school diploma or equivalent required. Previous experience in hotel front desk operations, reservations, event coordination, customer service, or administrative support preferred. Strong organizational skills and the ability to manage multiple responsibilities simultaneously. Excellent verbal and written communication skills.

Professional demeanor and a commitment to providing outstanding guest service. Basic computer proficiency, including email, spreadsheets, and reservation or property management systems. Strong attention to detail, particularly when handling reservations, billing, payments, and event documentation. Ability to handle confidential information appropriately.

Ability to work independently while contributing effectively to a team. Flexibility to work weekends, holidays, and varying shifts as required by property operations. Physical Requirements Ability to sit or stand for extended periods. Ability to use a computer, telephone, and standard office equipment. Ability to occasionally lift or carry office supplies or other items weighing up to 25 pounds, as needed.

Ability to move throughout the property when assisting guests or coordinating events.