Guest Services Associate Lead
Hyatt

Job Description

JOB SUMMARY

Organize and coordinate group check-in/pre-registration procedures. Sell a room/accommodation to guests without reservations. Anticipate sold-out situations, identify how many rooms are over-committed; obtain alternative accommodations for guests with reservations. Block rooms in the computer, identify designated requirements. Perform duplicate reservation checks. Run and check daily reports/contingency lists. Supply guests with directions and information. Answer, record, and process all guest, requests, questions, or concerns; follow up to ensure each has been met to guests' satisfaction.

Arrange transportation for guests/visitors. Issue safe deposit boxes. Count and secure bank at beginning and end of shift. Cash guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change. Assist management in motivating and coaching employees; serve as a departmental role model.

CORE WORK ACTIVITIES

• Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
  
• Welcome and acknowledge guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation.
  
• Speak using clear and professional language; prepare/review written documents accurately and completely; answer telephones using appropriate etiquette.
  
• Develop and maintain positive working relationships; support team to reach common goals.
  
• Ensure adherence to quality standards; identify and recommend new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.
  
• Stand, sit, or walk for an extended period of time.
  
• Enter and locate information using computers/POS systems.
  
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds.
  
• Attention to customer service with a professional and pleasant personality.
  
• Available to work a flexible schedule including evenings, weekends, and holidays.
  
• Perform other reasonable job duties as requested by Supervisors.
  

Hyatt Vacation Ownership is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

Job Requirements
#US HVO Resort Ops

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