Reservations Concierge (Remote Available Within 250 Miles)

Organization- Hyatt Regency Lost Pines Resort and Spa

Summary

At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing authentic hospitality and meaningful experiences to each and every guest. Hyatt is a place where high expectations aren't just met-they're exceeded. It's a place of outstanding rewards, where talent opens doors to exciting challenges in the hospitality industry.

SUMMARY: The Reservations Concierge represents Hyatt Regency Lost Pines to prospective guests over the phone and through email correspondence in a professional and proficient manner beginning with Pre-Visit planning to Post-Visit follow up and rebooking.The Reservations Concierge must maintain a full knowledge of Resort accommodations and amenities in order to stimulate the pre-arrival expectations of our guests and create a positive guest impression.The position requires the Reservations Concierge to retain learned technical skills to communicate efficiently, complete reservations, and run daily reports.

ESSENTIAL JOB FUNCTIONS:

The goal of the position is to focus on our outbound pre-arrival and post-departure program: make calls, send emails and answer requests in regards to information on all incremental revenue outlets - Spa, Golf, Food & Beverage, Signature Experiences and Upsells.

• Up-sell whenever possible through positioning the product, utilizing sales techniques & training and gathering personal information to anticipate and cater to guests’ needs and help them make an informed decision.
• Contact all arriving leisure guests by phone/email prior to their stay at the resort to offer assistance while utilizing suggestive selling methods.
• Expected to review guest’s history of purchases and activities from their previous stay, as well as, current reason for stay to ensure we are offering the appropriate experiences.
• Ensure accuracy when making room reservations, recognize guests’ needs and requests, and properly communicate requests to the appropriate departments.
• Promote an understanding of revenue optimization concepts, ideas, and practices implemented by the Director of Revenue to better maximize our Resort’s revenue capabilities.
• Complete the daily checklist and generate and audit reports as assigned.

Assisting Liaison Team by answering overflow reservations calls during high call volume periods.

• Remain up-to-date on all resort and amenity offerings, promotions and campaigns, and changes in policies and procedures.

• Must be able to effectively, patiently, and professionally handle all internal and external guest situations and resolve guest challenges to guest’s satisfaction.
• Complete lead forms for all new reservations calls to the compliance expectation.
  
  

We offer excellent benefits:

• Medical, Dental and Vision Insurance after only 30 days
• Free room nights, Discounted and Friends & Family Room Rates
• Discounted F&B when staying at Hyatt Hotels
• 401(k) Retirement Matching Plan (up to 4%)
• Paid Time Off including new child leave!
• Highly competitive salaries and incentives
• Tuition Reimbursement
• Training programs
• Complimentary Employee Meals
• Employee Stock Purchase Plan
• Discounts at various retailers – Apple, AT&T, Verizon, Headspace and many more
  
  

Hyatt associates work in an environment that demands exceptional performance yet reaps great rewards. Whether it's career opportunities, job enrichment or a supportive work environment, if you are ready for this challenge, then we are ready for you.

Qualifications

• Must have strong working knowledge of Microsoft Office programs
• Must have excellent listening and communication skills
• Ability to work a flexible schedule that may include evenings, weekends and holidays
• Must be able to work well under pressure and multi-task
• 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
• Must be able to work independently and remain focused
• Minimum 1 year of hotel experience required. Reservations and/or Front Office experience preferred.
• Previous experience of Hyatt reservations systems (Reserve, Opera) highly preferred
• Must be able to type 45 wpm and have excellent communication skills
  
  

Remote Qualifications:

• Same as those outlined above but also include the following:
• May work at resort in office twice a month
• High Speed internet and personal phone
• At home office space within 250 miles of resort
• Ability to meet daily production metrics
  
  

Hyatt is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.