Hyatt Guest Services Coordinator (Full Time) in CHARLESTON, South Carolina
The Guest Services Coordinator is responsible for answering all incoming resort calls in a courteous and professional manner. S/he will refer calls to the appropriate parties and handle any questions or challenges. *Essential Functions * Interacts with guests, colleagues, and Resort staff in a professional, alert & courteous manner, assisting other departments any necessary information when called upon. * Acts with responsibility towards all company property, supplies and equipment. * Maintains a professional appearance and follows all Wild Dunes Resort dress code standards. * Answers all inbound Resort phone calls, both internal and external, in a friendly, upbeat tone. * When required, transfers incoming calls promptly, accurately and appropriately. * Relays detailed messages to appropriate parties quickly and efficiently. * Provides general resort information to guests * Responsible for receiving and sending guests faxes and forwarding an incoming Resort faxes to the designated department or Team Member. * Main contacts for the Resort’s mail department and responsible for distributing all internal mail and packages to designated guests and Team Members in a timely and accurate manner. Also, assists guests and Team Members with outgoing letters and packages. * Performs all concierge functions when called upon, including but not limited to: assisting with dining and recreation reservations, upselling resort services and amenities to guests, answering common Resort questions, and recommending activities in the local Charleston area. * Maintains a strong familiarity of Wild Dunes Resort and the Charleston area. * Maintains and updates the Resort resolution log and follows-up with managers on any pending issues in a timely manner. * Be able to quickly recognize items that need attention and communicate pertinent information to affected and appropriate parties (i.e. resort Team Members, guests, departments). * Maintains constant awareness of department and Resort safety issues (i.e. broken glass, frayed electrical cords, leaks, broken locks and suspicious persons) and reports all safety incidents to Manager On-Duty. * Enters maintenance and housekeeping work orders into work order system and follow-ups to ensure tickets have been closed in a timely manner. * Greets and welcomes guests thru both phone and face-to-face interactions and provides courteous assistance to those who ask for guidance. * Utilize training of Resort PMS system to be knowledgeable about guest reservations and successfully and independently assist with room assignments and questions. * Must be able to effectively, patiently, and professionally handle all internal and external guest situations and resolve guest challenges to guest’s satisfaction andfeel empowered to act in absence of manager * Generate, review and share required daily emails and reports, such as Better Place email, VIP arrivals or late check-out report, to ensure vital information is communicated and accurate. * Remain up-to-date on all Resort happenings, seasonal offerings and any changes in policies and procedures. * Responsible for completing assigned call tracking and daily follow-up sheets. * Performs assigned duties on the daily Guest Services Coordinator task list. * Responsible for ensuring that Resort master keys are kept in a safe and locked place. * Requires a clear understanding of arrival and departure day procedures by department. * Must be able to quickly and efficiently utilize Resort resources to respond to any requests within a designated time limit. * Arrange for Resort services such as bellman, valet, transportation, and housekeeping & engineering for guests.
* A true desire to satisfy the needs of others in a fast paced environment. * Refined verbal communication skills * Ability to sit for long periods of time * Must be able to work a flexible schedule, including weekends and holidays * Proficient in basic computer skills * Customer service experience preferred
Primary Location: US-SC-Isle of Palms
Organization: Wild Dunes Resort
Pay Basis: Hourly
Job Level: Full-time
Job: Guest Services
Req ID: ISL000011
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.