Guest Services Associate Lead

Hyatt; Escondido (CA); On-site; USD 34,000 - 46,000; Full time

Job summary

Hyatt Vacation Ownership is seeking a Guest Services Associate to organize and coordinate check-in/pre-registration, sell rooms and accommodations to guests without reservations. You will anticipate sold-out situations, identify over-committed rooms, and arrange alternative accommodations to ensure guest satisfaction.

Assist with cash handling, payments, and providing directions to guests, while following policies.

Responsibilities

• Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager.
• Welcome and acknowledge guests according to company standards; anticipate and address guests' service needs.
• Speak using clear and professional language; prepare/review written documents accurately.
• Develop and maintain positive working relationships; support team to reach common goals.
• Ensure adherence to quality standards; identify and recommend new ways to increase 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.
• 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 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. 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