Hyatt Guest Services Agent in CHARLESTON, South Carolina
SUMMARY: The Guest Service Agent often provides the first point of contact for guests and is responsible for creating an excellent first impression. S/he is responsible for guest registration, room assignments and key control responsibilities. They will also answer phones and dispatch engineering and housekeeping requests as well as valet needs. The Guest Service Agent will maintain the AAA Four Diamond standards.
The Guest Service Agent shall always strive to provide exceptional service to both internal and external guests. S/he will be responsible for exemplifying the Wild Dunes Resort Culture as well as promoting Wild Dunes Resort as both the Destination and Employer of Choice!
Essential job Functions:
Check in/Check out
Offers warm and sincere welcome/farewell for all guests of Wild Dunes Resort
Register guests upon arrival in accordance with AAA 4 Diamond Standards
Promote and sell special hotel programs and upgrades when appropriate.
Accepts payment for guests’ reservations at time of registration and check out
Follow appropriate check and cash handling procedures is accordance to Wild Dunes resort policies and standards.
Follow set procedures on posting charges and completing guest refunds.
Arranges bell service for guests
Goes above and beyond to exceed guest expectations to create a memorable guest experience
Completes daily check list and tasks
Maintains accurate records of room availability
Maintains house bank
Must help keep all work areas clean
Attend all monthly departmental and resort required meetings
Maintains discretion and security for the Resort and our guests
Maintains constant awareness of safety issues, (i.e. broken glass, frayed electrical cords, leaks, broken locks and suspicious persons)
Reports all safety incidents to on-duty supervisor
Answer phone calls and assist guests with a warm demeanor
Acts with responsibility towards all company property, supplies and equipment.
Maintains a professional attitude and appearance per Wild Dunes Resort dress code standards
Remains alert, courteous and helpful to the guests and colleagues at all times.
Promotes Wild Dunes outlets first over any other off-site outlet.
Aid Front Office management in additional projects when requested
Additional Bell/Valet duties may be required which include, but are not limited to: efficiently parking and retrieving guests vehicle; assist with room deliveries, luggage deliveries, and errands for guests
Distributing all internal mail and packages to designated guests and associates in a timely and accurate manner
Maintains records and communicates all VIPs, special requests, etc.
Performs assigned outbound calls such as courtesy call backs to guests inquiring about their accommodations, Welcome Arrival calls following guest check-in, and all wake up calls
Provide professional communication via telephone, radio, e-mail and written form
Communicates with all departments regarding any special needs a guest may have
Communicates all pertinent information to the Front Office Leadership Team
Provides general resort information for guests.
Knowledge of room types, guest amenities, and hours of operation
Knowledge of daily events and gatherings on property
General knowledge of the City of Charleston and surrounding area
Experience & Education:
High school diploma or equivalent
Prior hospitality experience preferred
At least one-year customer service experience in a high-volume setting preferred
Experience in a Four-Diamond quality organization preferred
Knowledge in property management systems is a highly desirable
Job Requirements :
Must be authorized to work in the United States
Must have excellent phone etiquette
Must be able to read, write and speak English
Must have strong computer skills
Must have strong working knowledge of Microsoft Office programs
Must be able to work well under pressure
Must be able to accurately follow instructions, both verbally and written
Must be highly detailed orientated
Must be able to work in a fast-paced environment
Must have excellent listening skills
Must possesses excellent communication skills
Must be professional in appearance and demeanor
Must always ensure a teamwork environment
Effective conflict resolution skills
Ability to work a flexible schedule that may include evenings, weekends and holidays
Must have the ability to deal effectively and interact well with the guests and Colleagues
Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner
Must have a passion for creating an exceptional experience for all guests
Colleague is held accountable for all duties of this job and other duties as assigned.
Colleagues who are hired at Wild Dunes Resort will be verified through the federal E-Verify system.
Must be able to stand on feet throughout the shift, with intermittent periods of walking
Must be able to occasionally lift, carry, push & pull up to 50 lbs with assistance
Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionally.
Must be able to bend, squat, crawl, kneel, push, pull, walk on uneven surfaces on an occasional basis
While primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, heat)
Must be able to climb stairs occasionally, both indoors and outside in a variety of weather conditions (rain, wind, heat).
Wild Dunes is an Affirmative Action / Equal Opportunity Employer and offers equal employment opportunity to all, based upon individual merit and does not discriminate on the basis of race, color, religion, national origin, sex, gender, age, disability status, protected veteran status or any other protected class or category
Primary Location: US-SC-Isle of Palms
Organization: Wild Dunes Resort
Pay Basis: Hourly
Job Level: Full-time
Job: Guest Services
Req ID: ISL000421
Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.