What are the responsibilities and job description for the Guest Services Representative position at Hyatt Regency Green Bay?
Company Overview: Hyatt Regency Green Bay is seeking a Guest Services Representative to support our Front Office team. Did you know we are located in the heart of downtown and home of the Green Bay Packers? The hotel is minutes away from major sporting events, cultural activities, entertainment, museums, and attractions. We are the largest, full-service hotel in the market with 241 all-suite guest rooms and 80,000 square feet of space.
We believe our guests select Hyatt because of our caring and attentive colleagues who are focused on providing meaningful connections and memorable experiences.
Position Summary: The Guest Services Representative will be responsible for the guest registration process as well as communication of hotel services and promotions. This highly visible role gives opportunity for casual conversation and has a direct impact on creating best hospitality experience the guest can have.
Detailed Description:
- Greet each guest that walks through the front door.
- Check guests in, issue room keys, and provide information on hotel services and room location.
- Ensure required identification is taken from guests at check-in.
- Accurately process all credit card transactions.
- Recognize World of Hyatt members, every time.
- Upsell and enroll new members in the World of Hyatt loyalty program.
- Assist guests efficiently, professionally, and courteously at all times.
- Maintain a high level of service and hospitality.
- Promptly deal with guest concerns, and ensure service recovery takes place in a timely manner.
- Be knowledgeable of the hotel brand, and various special programs/offers.
- Ensure proper communication regarding guest comments and concerns.
- Answer incoming calls in a prompt and courteous manner.
- Direct lobby visitors and team members who need front desk assistance.
- Maintain a clean and organized front desk area.
- Abide by all organizational policies and procedures.
Core Competencies:
- Customer focus – Building strong customer relationships and delivering customer-centric solutions.
- Being resilient – Rebounding from setbacks and adversity when facing difficult situations.
- Collaborates – Building partnerships and working collaboratively with others to meet shared objectives.
Qualifications:
- Prior hospitality experience preferred, but not required
- Ability to effectively deal with internal and external guests, some who may require a high level of patience, be able to defuse anger, collect accurate information and help resolve conflicts
- Ability to read, listen, and communicates effectively, in both verbally and in writing
- Must be able to work independently and in a team environment
- Most importantly, HAVE FUN!
Why Work for Hyatt?
- Discounted Room Nights for you, your friends and family
- Medical/Dental/Prescription/Vision Insurance
- Free Colleague Parking in Main Street Parking Garage
- Paid Time Off (PTO)
- Flexible Schedules
- 401(k) retirement savings with company match
- Free meals in our employee dining area
- Discounted meals in Pub and Market
- Career Growth and Advancement Opportunities. Hyatt believes strongly in promoting from within.
Other duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
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.
