JOB SUMMARY:

Wardrobe Guest Services Coordinators are responsible for helping Guests with any and all Wardrobe related items: setting expectations and troubleshooting and resolving Guest situations. Coordinators provide exemplary Guest Service while maintaining quality and a positive atmosphere. Duties include, but are not limited to, satisfying Guests needs and maintaining positive experiences to our Guests, ensuring wardrobe compliance and more.

MAJOR RESPONSIBILITIES:

• Resolves and eases sensitive guest situations on an individual basis through personal interaction. Asks exploratory questions to identify and documents the concerns, needs and expectations as well as fully investigates issues such as: inventory issues, quality issues, account issues, employee interactions, contact guests for resolution. Work closely with the Inventory Coordinator, Stocker and leadership to resolve any Guest Service issues.
• Runs and deciphers inventory reports. Processes Home Care forms. Assign/Unassign lockers from Wardrobe Guests accounts. Data entry into the Inventory Shortage Tracking System. Data entry into the Wardrobe Guest Comment System.
• Processes, investigates and resolves all Wardrobe Guest issues including but not limited to shortages, Team Member interaction, account audits, investigations follow up.
• Provides Guest Comment reports to management weekly with updated resolution. Provide late notices as well as Wardrobe Substitution slips to Wardrobe Guests as needed.
• Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
• Performs other duties as assigned.

SCOPE:

• Resolves and eases sensitive guest situations on an individual basis through personal interaction.
• Communicates the appropriate accommodations for guests with disabilities in accordance with ADA guidelines.
• Performs concierge duties to provide the ultimate guest experience and “one stop shopping”.

EDUCATION:

• High school degree or GED is required.
• Bachelor’s degree is preferred.

EXPERIENCE:

• 3-5 Years previous Guest Service experience in Hospitality Industry preferred.
• 1-3 Years providing direction preferred
• or equivalent combination of education and experience.

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