Hyatt Guest Experience Agent in LONDON, United Kingdom
As a Guest ExperienceAgent at the Andaz London Liverpool Street, I play a key role in ensuring the guest’s satisfaction and well-being throughout their entire Andaz Experience. From an operations perspective, my department act as the heart of the hotel, ensuring maximum efficiency and communication between all teams – Housekeeping, Front Office, Engineering and all those that make an impact on the guest’s stay.
As we touch base with all other teams daily, it is important to maintain close and effective working relationships across all departments of the hotel. My role is part of a bigger Front Office team that relies on close and effective teamwork between the Hosts and me. Through my communication with the team and a deep dive into our guest profiles, together we learn ways of creating truly remarkable made-to-measure Andaz Experiences.
Here at the Andaz, and within Hyatt in general, we strive to deliver our purpose of “we care for people so they can be their best”; with this in mind, I am empowered to create special and unique moments with our guests and colleagues, to help enhance their overall experience and creating lasting bonds.
My position can be compared to that of a switchboard operator, in the traditional sense that my working desk is part of the main hotel switchboard. Together with my team, we are responsible for answering and handling all calls and emails to the line in a timely and professional manner. Many of which are transferred through to the relevant department, however as part of the larger Front Office department, we get the opportunity to directly interact with the guests staying through this and handling all Front Office or Concierge based queries. The central “Front Office Host” mailbox is as well under our control.
These tools are used effectively by us to create personal bonds with our guests. Part of the daily duties include proactively contacting guests prior to their stay, meeting them during the stay, and performing satisfaction follow up calls to the rooms. All of this is tied together, tracked, and performed through our use of the Opera PMS. Everything I do relies on my knowledge of this central system and recording the information accurately.
Hotels can often present some weird and wonderful situations. In my role, I get to be at the centre of many of these, creating an extremely dynamic and diverse role. No two days are ever the same and the team motivate each other to be the best we can be on each one of these. I love to be part of an environment that is open to change and new ideas, often finding inspiration through our special touches with guests.
Besides providing 28 days of holidays per year, free meal on duty, cleaned uniform, Andaz, as a brand of Hyatt Hotels Corporation, is also offering development opportunities around the world.
As a member of this Hyatt family, I enjoyed also amazing company benefits:
- 12 complimentary nights worldwide per year
- 50% on Food and Beverage for you and 4 other guests
- 1 complimentary night stay for 2 (incl. diner and breakfast) after 6 months of employment
- Employee Rate within Hyatt
- Friends & Family Rate within Hyatt
Primary Location: GB-ENG-London
Organization: Andaz Liverpool Street
Job Level: Full-time
Job: Front Office
Req ID: LON002573
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.