Coordinator, Hotel Operations & Guest Services:

The Jackie Robinson Training Complex, operated by Major League Baseball, is seeking a highly organized and customer-oriented Coordinator, Hotel Operations & Guest Services to oversee the daily operations of our hotel front desk. The ideal candidate must possess exceptional communication, leadership, and problem-solving skills. The primary focus of this role is to ensure that our guests have a positive and memorable experience from check-in to check-out.

Responsibilities:

• Deliver superior guest service while ensuring team members consistently execute JRTC’s guest service procedures to a high standard.
• Respond promptly and appropriately to guest inquiries, complaints, and requests to resolve any issues and ensure guest satisfaction.
• Develop and administer annual and ongoing guest service training for all JRTC staff.
• Hire, train, schedule and supervise front desk staff.
• Audit front desk activities, ensuring accurate reporting and compliance with procedures.
• Maintain detailed and up to date front desk operations manual.
• Provide detail oversight of the property management system (PMS), ensuring accuracy of all rates, tax charges, and records for all amenities including but not limited to lodging and dining.
• Audit financial records in the PMS and collaborate with accounting department to achieve timely and accurate billing to clients and proper breakout of charges amongst cost centers.
• Assign sleeping rooms for all group and individual bookings.
• Prepare front desk staff for group arrivals such as programming keys, reviewing room assignments, and confirming check-ins and check outs.
• Reconcile cash banks in partnership with accounting staff, investigate any discrepancies and ensure proper change is available.
• Communicate with housekeeping, event planning, operations, sales and engineering departments regarding issues with the facility, with a focus on sleeping rooms.
• Input work orders into the computerized maintenance management system (CMMS) in a timely manner.
• Assist in communicating any schedule or operational changes to guests and support staff.
• Conduct timely sleeping room checks prior to group check-ins to ensure rooms are suitable for check-in in accordance with standardized procedures and checklists.
• Perform room checks upon guest check-outs to document all room damages, take photos, and determine repair costs, and work with accounting department and Manager, Event Planning & Sales to promptly deliver invoices to collect payment.
• Coordinate receiving and logging of group package deliveries, and notification to recipients.
• Oversee distribution and logging of access control badges from the front desk.
• Partner with Coordinator, Marketing & Retail to ensure the front desk staff’s compliance with merchandise sales procedures.
• Work front desk shifts as needed by assisting with check-ins, merchandise sales, running the switchboard, guest services, office inventory, and communication to all departments.
• Assist in maintaining partnerships with off-site hotels.

• Assist with setup of meeting rooms and special events as needed.
• Other duties as assigned by the Senior Coordinator, Operations.

Requirements:

• The preferred candidate will have a bachelor’s degree in Business, Communications, Hospitality Management, Sports Management or a related field, or equivalent experience and education.
• 1-3 years of experience in hotel or athletic operations.
• At least 2 years of customer service experience with a proven track record of excellence.
• A minimum of 1 year of supervisory experience is strongly preferred.
• Excellent verbal and written communication skills; ability to communicate confidently and effectively with all levels of stakeholders.
• Flexibility to adapt quickly to changing priorities and assignments.
• Strong analytical skills, with the ability to use logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• A professional, self-starting attitude, with the ability to work both independently and as part of a team with minimal supervision.
• Ability to work irregular hours including nights, weekends, and holidays.
• Strong working knowledge of computer systems, including Microsoft Office and hotel management software.
• Possession of a valid Driver's License.
• Ability to lift a minimum of 30 pounds.

Top Company Perks:

• Medical/Dental/Vision coverage
• Company Matched 401(k) Plan
• Paid Sick/Time Off and Holidays
• Parental Leave
• Adoption Reimbursement
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance
• Employee Assistance Programs (EAP)
• Training & Development Programs
• Free Tickets to Baseball Games
• Discounts on MLB and JRTC merchandise
• Access to special events at JRTC
• JRTC Employee & Family appreciation events

The Jackie Robinson Training Complex (JRTC), operated by Major League Baseball (MLB) located in Vero Beach, Florida, serves as a year-round hub for amateur development initiatives and events designed to diversify and strengthen the talent pipelines of baseball and softball. We are the permanent home to several signature youth-focused events and programs, such as the Nike RBI World Series and the Hank Aaron Invitational, which teach players how to succeed on and off the field. The historic facility, formerly known as Dodgertown, was renamed Jackie Robinson Training Complex in honor of its trailblazing namesake.

MLB is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Applicants requiring a reasonable accommodation for any part of the application and hiring process, please email us at [email protected]. Requests received for non-disability related issues, such as following up on an application, will not receive a response.

Please note: All job offers will be based on successfully completing a background check.

Are you ready to Step Up to the Plate? Apply below!