Guest Service Coordinator - Front Office - Williamsburg Lodge

Guest Service Coordinator – Front Office – Williamsburg Lodge About the Organization

Founded in 1926, the Colonial Williamsburg Foundation is a private, not‑for‑profit educational, historic, and cultural institution that owns and operates one of the largest and best‑known museum complexes in the world. Our mission is “that the future may learn from the past” through preserving and restoring 18th‑century Williamsburg, Virginia’s colonial capital and engaging, informing, and inspiring visitors.

The Guest Service Coordinator directly assists in the operations of the Front Office. Based in the lodge front office, this role works with Front Desk Agents, Bell Staff, and Housekeeping teams to ensure a successful guest journey, continually improving guest satisfaction.

• Ensures high quality and consistency of Marriott Autograph Collections Standards are met.
• Communicates with guests before, during, and after their stay using a variety of operating systems.
• Keeps accurate records of guest information and requests.
• Dispatches other departments to act on guest requests in a timely manner.
• Identifies and resolves problems, gathers and analyzes information, and thinks creatively to solve problems and meet strategic goals.
• Aids the front desk and guest service agents, assisting at the front desk when necessary.
• Reviews guest satisfaction results, including Medallia, Trip Advisor, and Google feedback.
• Effectively responds to guest feedback, actively seeking positive resolution.
• Follows department policies, procedures, and service standards, including safety policies.
• Performs additional duties as assigned.
• Works a flexible schedule, including days, nights, weekends, and holidays.

• Required: Prior experience in any customer service role.
• Preferred: Luxury 4–5‑star hotel guest service experience.
• Preferred: Previous experience working at a Marriott‑branded hotel.
• Preferred: Previous experience with Opera.
• Preferred: Previous experience as a phone operator.

• Works flexible schedule, including days, nights, weekends, and holidays.
• Detailed understanding of all resort operations departments.
• Technologically savvy, with aptitude and desire to learn new technology.
• Analytical skills, problem recognition and resolution skills.
• Excellent communication and organizational skills.
• Ability to work well under pressure in a fast‑paced environment.
• Ability to multitask and handle multiple phone calls / requests at once.
• Ability to focus on guest needs, remaining calm and courteous at all times.

This is a non‑exempt position, eligible to receive overtime in accordance with the Fair Labor Standards Act (FLSA). This position may be subject to overtime during high peak times, as directed and approved by the supervisor.

Entry level

Full‑time

Management and manufacturing;
Museums, historical sites, and zoos.