Guest Experience Agent

Hyatt Hotels Corporation; California, Northern (MO, KY); Hybrid; USD 35,000 - 48,000; Full time

Benefits offered by this job

401K matching

Discounts on Crescent properties

Employee benefit plan

Job summary

Crescent Hotels & Resorts seeks a Guest Experience Agent for Hyatt Place Madison/Downtown in Madison, WI. You will greet guests, manage check-in/out, and ensure accurate room details while promoting services to enhance the guest experience.

You will use a POS system, handle payments, and provide information about local amenities. Flexibility for day/evening/weekend shifts is required to deliver hospitality excellence.

Qualifications

• Experience as a Guest Experience Agent in a hotel or high-volume customer service role.
• Strong computer skills and ability to use POS systems.
• Customer-focused with a team-oriented mindset.

Responsibilities

• Greet guests and complete check-in/check-out procedures.
• Input/retrieve information, confirm room details, and provide welcome packets.
• Answer guest questions, promote marketing programs, and upsell hotel services.
• Resolve guest inquiries and issues promptly and professionally.
• Process payments, handle foreign currency, and manage keys and messages.

Skills

Customer service

Computer skills

Team spirit

Guest experience

Tools

Point-of-Sale system

Job description

Close Inclusive Collection Job Postings Notification

At Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to & proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do!

We understand what it takes to be a part of something great. We will encourage you to bring your true self to work every day, we will celebrate you and we will cheer you on as you shine bright in your career journey. Whether it be our health & wellness programs, best in class learning and development or our travel discounts that ‘feed your inner explorer’, we work hard to create and deliver on what YOU need. We are ready for you to start your journey with us where You Belong. We Care. Shine Bright.

We are committed to providing you with:

• An exceptional benefit plan for eligible associates & your family members
• 401K matching program for eligible associates
• Discounts with our Crescent managed properties in North America for you & your family members

What will I be doing?

Specifically, you would be responsible for performing the following tasks to the highest standards:

• Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows location of room and/or has a bell person accompany him/her
• Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change and processing gift certificates and cards
• Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries
• Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy
• Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner
• Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction
• Receive, input, retrieve and relay messages to guests

Does this sound like you?

You have prior experience as a Guest Experience Agent in a hotel or in a high-volume industry dealing with customers. You are passionate about providing our guests with excellent customer service and thrive to always ensure guest satisfaction and enhance their experience to make it a memorable one. You are looking for some flexibility in a job, so working a variety of different shifts, including days, evenings and weekends works for your personal life. You have excellent computer skills and have team spirit.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.

This position is at a location where Hyatt is not the employer. The employer of individuals working at this hotel may be a third-party management company that is responsible for all employment benefits and obligations at this location.

Hyatt Place Madison/Downtown | Madison , WI , US

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