Operations Coordinator

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Job summary:

• This role ensures operational excellence across Front Office, Housekeeping, and Maintenance teams, with a strong focus on luxury service standards and attention to detail.

Essential Duties and Responsibilities – (Key Activities)

Front Office & Rooms Division:

• Assist with blocking and assigning room daily.

• Coordinate and communicate any necessary room assignments changes to relevant departments throughout the day.

• Assist with balancing the house to maximize inventory opportunities and monitor overbooking/overselling strategies.

• Ensure SAG guest preferences and special requests are executed with precision.

• Monitor room status and collaborate with housekeeping to assist with prioritization and room readiness.

• Manage the Queue rooms and communicate with guests via Glowing software room status, keeping guests informed.

• Maintain and log detailed records of guest interactions, preferences, and service recovery efforts through Unifocus software.

• Assist with prioritizing open jobs/work orders to effectively resolve incidents and escalate issues where necessary.

Housekeeping & Engineering Support:

• Liaise with the Housekeeping/Maintenance teams to ensure timely resolution of guest room and public area issues.

• Monitor deep clean/preventive maintenance schedules and report any deviations or urgent needs.

• Track and follow up on systems/work orders to ensure completion and guest satisfaction, maintaining accurate and detailed records.

• Support inventory tracking for housekeeping, maintenance supplies, and guest-impacting equipment.

• Process invoices for housekeeping and engineering department and liaise with purchasing/receiving department to reconcile monthly purchases.

Administrative & Reporting:

• Prepare daily operational reports including knowcross, go audits, out of order, and guest satisfaction data.

• Support the Director of Front Office in analyzing service and maintenance trends and implementing plans for improvements.

• Assist in onboarding and training new staff in luxury service standards and operational procedures.

Guest Experience Protection:

• Ensure that maintenance activities do not disrupt the guest experience (e.g., noise, odors, access restrictions).

• Proactively change room assignments and coordinate repairs to minimize impact on the guest experience.

• Coordinate room pm and deep clean schedules with engineering/housekeeping to ensure rooms are fully functional and in pristine condition.

Qualifications:

• Degree or diploma in Hospitality Management or related field preferred.

• Minimum 1–2 years of experience in a luxury hotel or resort environment.

• Familiarity with property management systems (e.g., Opera Cloud) and maintenance tracking tools.

• Exceptional communication and interpersonal skills.

• Professional, polished appearance and demeanor.

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Skills:

• Deep understanding of luxury service standards and guest expectations.

• Strong organizational and multitasking abilities.

• Proficient in Microsoft Word, Excel, and Power Point.

• Ability to anticipate guest needs and coordinate cross-departmental solutions.

• Basic understanding of hotel maintenance operations and terminology.

• Collaborative mindset with a passion for hospitality excellence.

Language:

• Required to speak, read and write English, with other languages preferred.

Physical Requirements:

• Must be able to endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, lift up to 50 pounds, and satisfactorily communicate with guests and co-workers to their understanding.

Others:

• While this is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.