Guest Services Supervisor

Hyatt; Escondido (CA); On-site; USD 42,000 - 66,000; Full time

Job summary

Hyatt Vacation Ownership in Escondido, CA seeks a Guest Services Supervisor to lead the front desk and ensure outstanding owner/guest service. You will respond to inquiries, take reservations and coordinate special arrangements while maintaining a professional presence.

You will train and coach staff, uphold quality standards, and handle guest requests with a focus on satisfaction. Flexibility to work evenings, weekends, and holidays is required.

Qualifications

• Respond to owner/guest questions and follow up to ensure satisfaction.
• Coordinate reservations and cancellations, and provide information on amenities and local activities.
• Arrange special services (spa, transportation, babysitting, etc.) as requested by guests.
• Assist management in training, evaluating, counseling, motivating and coaching employees.

Responsibilities

• Supervise the Guest Services staff to ensure excellent owner/guest service.
• Take and confirm reservations and cancellations.
• Supply information regarding property amenities, services, room features and local areas of interest.
• Respond to requests for special arrangements by identifying providers and making arrangements.
• Contact appropriate departments to resolve owner/guest requests; model fair-treatment behavior.

Job description

Job Description

JOB SUMMARY

Supervise the Guest Services staff to ensure excellent owner/guest service. Respond to any questions from owner/guests, and follow up with them to ensure their requests have been met to their satisfaction. Take and confirm reservations and cancellations. Supply owner/guests with information regarding property amenities, services, room features, and local areas of interest and activities. Respond to owner/guest requests for special arrangements or services (e.g., spa services, transportation, religious services, babysitting, financial services, business center services, interpretation services, reservations, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers. Contact appropriate individual or department as necessary to resolve owner/guest requests. Assist management in training, evaluating, counseling, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process.

CORE WORK ACTIVITIES

Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Ensure adherence to quality standards. Enter and locate information using computers/POS systems. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other duties as assigned. Attention to customer service with a professional and pleasant personality. Available to work a flexible schedule including evenings, weekends, and holidays.

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