Guest Service Representative - Hyatt Hotels

JOB SUMMARY

Our Guest Services Representative is responsible for providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing suite revenue and occupancy.  The individual is also responsible for all reservation and inquiry calls during their shift.  They are expected to actively develop superior service skills in working with guests and colleagues.

QUALIFICATION STANDARDS

EDUCATION & EXPERIENCE

• Experience in hotel or a related field preferred.
• Comfortable with utilizing technology and ability to learn property specific PMS and POS operating systems; Outlook, Microsoft Office, Opera, Reserve, etc.
• High school diploma or equivalent required.
• Must be fluent in English – Bilingual an added plus
• Must be able to pass a background check and drug screening. 

PHYSICAL REQUIREMENTS

• Long hours sometimes required.
• Must be able to work evenings, weekends and holidays as needed.
• Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.

MENTAL REQUIREMENTS

• Must work well in stressful, high pressure situations.
• Must be effective at listening to, understanding, clarifying and resolving the concerns and issues raised by clients, guests and co-workers.
• Must be effective in handling problems in the workplace, including anticipation, preventing, identifying and solving problems as necessary.
• Must maintain composure and objectivity under pressure.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.

DUTIES AND RESPONSIBILITIES

SERVICE ATTITUDE AND COMMUNICATION

• Maintain high standards of personal appearance and grooming, which include compliance with Hyatt dress code and uniform requirements.
• Maintain a professional and friendly demeanor at all times.
• Establish and maintain good communications and team work with fellow employees and other departments within the hotel.
• Must be always attentive, courteous and efficient in the dealings with clients, guests, managers and all other employees.
• Demonstrate a genuine care and commitment to guest service.
• Greet and welcome all guests approaching the front desk in accordance with Hyatt standards.

GUEST REPRESENTATIVE RESPONSIBILITY

• Provide attentive, courteous and efficient service to all guests prior to arrival and throughout their stay.
• Handle check-ins and check-outs in a friendly, efficient and courteous manner.
• Respond to all guests’ requests, problems, complaints and/or accidents presented at the front desk or through reservations in an attentive, courteous and efficient manner.  Follow up to ensure guest satisfaction.
• Answer all guest inquires (i.e. hotel services and amenities, the area, etc.).
• Ensure delivery of packages, mail and messages as needed to guests.
• Follow all Hyatt credit and cash handling policies.
• Be knowledgeable of all rates, discounts, corporate and group specifications.
• Obtain all necessary information when taking room reservations and follow rate quoting guidelines.
• Fully understand and be able to operate all relevant aspects of the front desk computer systems.
• Focus on his/her role in contributing to guest satisfaction surveys.
• Demonstrate appropriate phone skills.
• Complete shift responsibility checklist.
• Keep front office area clean and organized.