Guest Services Supervisor

Hyatt; Escondido (CA); On-site; USD 42,000 - 52,000; Full time

Job summary

Hyatt Vacation Ownership in Escondido, CA is seeking a Guest Services Supervisor to oversee the front desk team and ensure exceptional owner/guest service. You will respond to questions, manage reservations, and coordinate special services to meet guest needs.

You will train staff, model Hyatt standards, and maintain a welcoming, inclusive guest experience for all visitors.

This role requires flexibility to work evenings, weekends, and holidays as needed by hotel operations.

Qualifications

• Flexible scheduling to include evenings, weekends and holidays.
• Customer service orientation and strong interpersonal skills.
• Professional, pleasant demeanor and appearance.

Responsibilities

• Develop/maintain positive working relationships; support team to reach common goals.
• Welcome and acknowledge guests; anticipate and address service needs; assist individuals with disabilities; thank guests.
• Speak clearly and professionally; prepare and review documents; answer phones with proper etiquette.
• Ensure adherence to quality standards; protect company assets; report accidents and unsafe conditions.
• Enter and locate information using computers/POS systems.
• Stand or walk for extended periods; lift/carry up to 10 pounds as needed.
• Perform other duties as assigned.

Skills

Flexible schedule

Customer service

Professional demeanor

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. 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.

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.

Job Requirements

Job Requirements #US HVO Resort Ops