Rooms, F&B & GM Administrative Operations Coordinator

The Rooms, F&B and General Manager Administrative Ops coordinator provides comprehensive administrative, operational, and guest-service support to the Director of Rooms, Food & Beverage Director, and Hotel General Manager. This role serves as a key administrative liaison between hotel leadership, operating departments, guests, and external partners.

The position requires a highly organized, professional, and customer-service-focused individual who can manage confidential information, coordinate multiple priorities, respond to guest feedback, and support the smooth day-to-day operation for three leaders.

Essential Responsibilities\:

Administrative and Leadership Support

• Provide daily administrative support to the Director of Rooms, Food & Beverage Director, and General Manager.
• Manage calendars, meetings, appointments, correspondence, reports, presentations, and department communications.
• Prepare meeting agendas, take notes, and follow up on assigned action items.
• Coordinate communications between hotel leadership and departments including Front Office, Housekeeping, Engineering, Sales, Food & Beverage, Finance, and Human Resources.
• Maintain professionalism and discretion when handling sensitive guest, employee, and business information.
• Assist with special projects, hotel initiatives, detailed walk-throughs, and leadership assignments.

Guest Relations and Customer Service

• Respond promptly and professionally to guest emails, inquiries, requests, concerns, and follow-up communications.
• Review and respond to guest surveys and online feedback in collaboration with the appropriate department leaders.
• Track guest concerns and ensure appropriate follow-up and resolution.
• Escalate service recovery issues to the appropriate leader while maintaining a calm, courteous, and solutions-oriented approach.
• Prepare personalized correspondence for guests, including pre-arrival communications, thank-you notes, service recovery responses, and post-stay follow-up.
• Maintain a visible, approachable, and service-focused presence throughout the hotel.
• Support the delivery of a consistent guest experience by communicating important guest preferences and concerns to the appropriate departments.
• Assist with recognition, celebrations, special occasions, and other personalized guest experiences.

VIP and Special Arrival Coordination

• Coordinate VIP arrivals and departures with Front Office, Housekeeping, Food & Beverage, and relevant departments.
• Review VIP profiles, preferences, special requests, amenities, room assignments, and arrival details.
• Assist with the preparation and delivery of VIP welcome amenities and personalized touches.
• Conduct or coordinate pre-arrival checks to ensure rooms, amenities, and special arrangements are completed accurately and on time.
• Communicate VIP updates and last-minute changes to the appropriate hotel leaders and operating teams.
• Follow up with VIP guests during and after their stay to ensure satisfaction.

Hotel Walkthroughs and Operational Support

• Support the General Manager and department leaders during daily hotel walkthroughs.
• Document observations, assign follow-up items, and track completion with the responsible departments.
• Assist with preparing the hotel for ownership visits, brand inspections, executive visits, events, and other high-profile occasions.

Food & Beverage Support

• Provide administrative support to the Food & Beverage Director, including menu documentation, meeting coordination, reports, inventories, invoices, and departmental communications.
• Assist with the coordination of restaurant, bar, banquet, and catering-related projects.
• Support communication regarding guest feedback, service issues, special requests, and food and beverage experiences.
• Monitor follow-up items related to restaurant and banquet operations.

Rooms Division Support

• Provide administrative and operational support to the Director of Rooms and Rooms Division leadership.
• Assist with tracking guest requests, room readiness, service recovery, housekeeping concerns, maintenance issues, and room inspections.
• Coordinate communication between Front Office, Housekeeping, Engineering, and other departments.
• Support the review of guest satisfaction results and identify recurring opportunities for improvement.
• Assist with special projects related to rooms operations, quality assurance, and guest experience initiatives.

Additional Responsibilities\:

• Serve as a professional representative of hotel leadership.
• Maintain a strong working knowledge of hotel services, amenities, policies, outlets, hours of operation, and local area information.
• Protect guest privacy and maintain confidentiality at all times.
• Demonstrate flexibility by assisting with operational needs during high-occupancy periods, special events, staffing challenges, or other business demands.
• Perform other duties and special projects as assigned by the Director of Rooms, Food & Beverage Director, or General Manager.

Core Competencies\:

• Exceptional written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Professional, polished, and guest-focused demeanor.
• Ability to prioritize and manage multiple deadlines.
• Sound judgment and discretion when handling confidential matters.
• Strong follow-up and problem-solving abilities.
• Ability to work collaboratively with all levels of hotel leadership and staff.
• Commitment to service excellence and continuous improvement.
• Ability to remain calm, flexible, and solutions-oriented under pressure.

Preferred Qualifications\:

• Previous hotel operations, guest relations, or hospitality experience
• Knowledge of Rooms Division and Food & Beverage operations
• Proficiency with Microsoft Office, Hysat/Medallia, and HotSos preferred
• High school diploma or equivalent required; college degree or hospitality-related education preferred