Guest Services Associate Lead

Hyatt; Escondido (CA); On-site; USD 40,000 - 60,000; Full time

Job summary

Hyatt Vacation Ownership is seeking a guest services professional to organize and coordinate group check-in, pre-registration, and assist guests with reservations. You will sell rooms to guests without reservations, manage over-commitments, and arrange alternate accommodations when needed.

You’ll block rooms in the computer, run daily contingency lists, and provide directions and information while maintaining courtesy and accuracy.

Responsibilities

• 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.

Job description

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.

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