Guest Service Agent - $29.84

Hyatt; New York (NY); On-site; USD 34,000 - 48,000; Full time

Job summary

Dream Downtown in New York City’s Chelsea neighborhood seeks a Guest Service Agent - Overnight to join our Front Office team. You will be the first and last impression for guests, delivering attentive, courteous service and handling requests with warmth.

This role focuses on providing efficient service and meaningful experiences for guests and colleagues across the hotel. You will know hotel offerings, assist with packages, log and relay messages, follow cash handling procedures, and stay calm

Qualifications

• High School diploma or equivalent required.
• Computer experience required.
• Customer Services experience preferred.
• Ability to work a flexible schedule including AM, PM, Weekends, Holidays, and potentially overnight.
• 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.
• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to maintain confidentiality of information.

Responsibilities

• Be the expert for guests about hotel services, facilities and hours of operation, as well as the surrounding area.
• Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
• Review Front Office log and Trace File daily.
• Follow all cash handling and credit policies.
• Be knowledgeable of all rates, packages and special promotions along with in-house groups and hotel inventory.
• Have knowledge of emergency procedures and assist as needed.

Skills

Customer service experience

Computer experience

Strong communication

Multitasking

Flexibility

Education

High School diploma or equivalent

Job description

The Opportunity

Dream Downtown seeks an enthusiastic professional to join our Front Office team as Guest Service Agent. This role will be focused on providing efficient service and meaningful experiences; you will be part of a team passionate about lifestyle hospitality, committed to nurturing curiosity and new skills and building connections with guests and colleagues across the hotel. This position reports to the hotel’s Director of Front Office.

Who We Are

The moment you enter the lobby of Dream Downtown, you leave the realm of the everyday. Surrounded by opulent bespoke furnishings and porthole windows inspired by grand ocean liners evoke a bygone era of travel. In every part of our luxury boutique hotel in Chelsea, from the hidden cocktail bar to the chic rooftop lounge, our guests find superlative service and creative verve in the heart of New York City’s Meatpacking District.

At Hyatt, we believe in the power of belonging and creating a culture of care, where our colleagues become family. Since 1957, our colleagues and guests have been at the heart of our business and helped Hyatt become one of the world's best and fastest-growing hospitality brands. Our transformative growth and the addition of new hotels, brands, and business lines can open the door for exciting career and growth opportunities for our colleagues.

As we continue to grow, we never lose sight of what’s most important: People. We turn trips into journeys, encounters into experiences, and jobs into careers.

The Role

The Guest Service Agent - Overnight is responsible for providing attentive, courteous and efficient service to all guests throughout their stay. The Champion of the check-in process, our Guest Service Agents are often our guest’s first and last impressions of the hotel. This position will respond quickly to guest requests and/or complaints in a friendly manner and ensure that appropriate action is taken to guarantee guest satisfaction. Responsibilities may also include, but are not limited to:

• Be the expert for guests about hotel services, facilities and hours of operation, as well as the surrounding area.
• Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
• Review Front Office log and Trace File daily.
• Follow all cash handling and credit policies.
• Be knowledgeable of all rates, packages and special promotions along with in-house groups and hotel inventory
• Have knowledge of emergency procedures and assist as needed.

Salary Range ($29.84 per hour)

How We Care For Our People

Our purpose sets us apart—to care for people so they can be their best. Every business decision is made through the lens of our purpose, and it informs how we have and will continue to support each other as members of the Hyatt family. We’re proud to have earned a place on Fortune’s prestigious 100 Best Companies to Work For® list for the last ten years. This recognition is a testament to how our Hyatt family continues to come together to care for one another, our commitment to a culture of inclusivity, empathy, and respect, and making sure everyone feels like they belong.

We’re proud to offer exceptional benefits which include:

• Annual allotment of free hotel stays at Hyatt hotels globally
• Paid Time Off
• Medical, Dental, Vision Insurance Packages
• Retirement Savings Plan (401K) with company match
• Work-life benefits including well-being initiatives such as a complimentary Headspace subscription, and other local discount
• A global family assistance policy with paid time off following the birth or adoption of a child as well as financial assistance for adoption

Who You Are

As our ideal candidate, you understand the power and purpose of our Culture of Care and embody our core values of Empathy, Inclusion, Integrity, Experimentation, Respect, and Well-being. You enjoy working with others, are results-driven, and seek various opportunities to develop personally and professionally.

Qualifications

Experience Required:

• High School diploma or equivalent required.
• Computer experience required.
• Customer Services experience preferred.
• Ability to work a flexible schedule including AM, PM, Weekends, Holidays, and potentially overnight.
• 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.
• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to maintain confidentiality of information.

Experience Preferred:

• College course work in related field helpful.
• Experience in a hotel or a related field preferred.

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.