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Guest Services Representative

2 months ago

Nashville, Tennessee, United States HYATT Hotels Full time


About Us: At Hyatt Hotels, we are dedicated to providing exceptional service and creating memorable experiences for our guests. We are looking for a dedicated individual who thrives in a dynamic environment and enjoys assisting others.

Benefits: We offer a comprehensive benefits package that includes Medical, Dental, Vision, 401k, Life Insurance, Short-Term and Long-Term Disability, Employee Assistance Program, Tuition Reimbursement, and fantastic Travel Perks.

Position Overview: The Front Desk Agent is responsible for welcoming and registering guests, ensuring prompt and courteous service, and finalizing guest accounts upon departure, all while upholding Hyatt's high standards of excellence.

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

Key Collaborations:

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

Core Responsibilities:

  • Welcome guests with a warm and sincere greeting, utilizing a positive and clear communication style.
  • Manage the registration process by accurately inputting and retrieving information from the computer system, confirming guest details, and selecting appropriate room accommodations.
  • Handle financial transactions with precision, including credit card authorizations, cash handling, and posting charges to guest accounts.
  • Respond promptly to telephone inquiries, ensuring clear communication and efficient message handling.
  • Facilitate guest check-out processes, ensuring satisfaction and addressing any concerns that may arise.
  • Maintain composure during busy periods and effectively resolve any complications that may occur.
  • Address guest complaints with thorough research and negotiation skills to achieve satisfactory 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 the safe and efficient operation of hotel facilities.
  • Perform additional supportive functions as assigned by management, including assisting with guest services and operational tasks.

Qualifications:

  • Strong mathematical skills and the ability to perform calculations accurately.
  • Exceptional interpersonal skills to effectively engage with both internal and external customers.
  • Ability to stand and move throughout the front office area while performing essential job functions.
  • Proficient in English communication, both verbal and written.
  • Experience with computer systems for data entry and information retrieval.
  • Awareness of emergency procedures and the ability to respond effectively.
  • High school diploma or equivalent experience preferred.
  • Prior experience in hospitality is advantageous.

Physical Requirements:

  • Work primarily indoors with minimal exposure to outdoor weather conditions.
  • Ability to manage a busy work environment with frequent interruptions.
  • Prolonged periods of standing are required throughout the shift.