Guest Services Representative

1 week ago

Nashville, Tennessee, United States HYATT Hotels Full time


Become a valued member of the Hyatt Hotels family We are looking for an individual who is passionate about providing exceptional service to our guests. We offer comprehensive training and are committed to fostering your professional growth.

Our benefits package includes Medical, Dental, Vision, 401k, Life Insurance, Short-Term and Long-Term Disability, Employee Assistance Program, Tuition Reimbursement, and fantastic Travel Perks.

Position Overview: As a Front Desk Agent, you will be responsible for welcoming and registering guests, delivering prompt and courteous service, and finalizing guest accounts at the end of their stay, all while upholding Hyatt's esteemed standards of excellence.

Reporting Structure: This position reports to the Director of Front Office, Front Office Manager, and Assistant Front Office Managers.

Key Relationships:

  • Internal: Collaborate with Bell and Door Staff, Concierge, Reservations/PBX, Housekeeping, Sales, and Catering teams.
  • External: Interact with hotel guests, visitors, and various vendors.

Core Responsibilities:

  • Warmly greet guests upon arrival and provide a sincere welcome.
  • Facilitate the registration process by accurately entering and retrieving information from our computer system, confirming guest details, and assigning rooms based on preferences.
  • Handle financial transactions with precision, including credit card authorizations and cash handling.
  • Respond to phone inquiries with clarity and professionalism, ensuring messages are accurately recorded and delivered.
  • Manage guest check-out processes, ensuring satisfaction and addressing any concerns that may arise.
  • Maintain composure during busy periods and emergencies, effectively resolving issues as they occur.
  • Investigate and address guest complaints, utilizing strong problem-solving skills to find suitable resolutions.
  • Adhere to attendance standards and be flexible with scheduling to meet the hotel's operational needs.
  • Comply with Hyatt's policies and procedures to ensure a safe and efficient working environment.
  • Perform additional supportive functions as assigned by supervisors.

Qualifications:

  • Proficient in basic mathematical calculations.
  • Strong interpersonal skills to effectively engage with guests and colleagues.
  • Ability to stand and move throughout the front office area.
  • Excellent communication skills in English, both verbal and written.
  • Familiarity with computer systems for data entry and retrieval.
  • Capability to observe and respond to emergency situations.
  • High school diploma or equivalent experience preferred.
  • Prior experience in hospitality is a plus.
  • Additional language skills are advantageous.

Physical Requirements:

  • Work primarily indoors with some exposure to noise and frequent interruptions.
  • Extended periods of standing are required throughout the shift.

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