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Job Information

Hyatt Sunriver Resort Assistant Guest Services Manager in BEND, Oregon

// //The Guest Services Assistant Manager provides leadership and guidance to the guest services team for the overall success of the resort. S/he motivates and trains staff to provide the most exceptional guest service as well as maintain the AAA Four Diamond standards.

ESSENTIAL JOB FUNCTIONS: * Always posted at the front desk or in the lobby * Offers warm and sincere welcome/farewell for all guests of Sunriver Resort including use of guest name & good eye contact with each guest * Follows proper check-in procedures * Registers guests into computer system, verifying registration, address and credit information * Accepts payment for guests’ accounts both at the time of registration and check out * Follows set procedures on posting, charges, cashing checks, safe deposits and refunds * Maintains accurate records of room availability * Be knowledgeable of all arriving/departing and in-house guests * Be knowledgeable of all tours/groups * Responsible for key control * Completes appropriate front office reports * Resolves problems arising from guest complaints, reservation and room assignment activities * Assists with the development, training and inspiration of associates for promotion * Works closely with Housekeeping, Engineering, Sales and Conventions to ensure exceptional guest satisfaction * Attends appropriate resort, division and department meetings * Designs and implements training programs for Front Desk team * Reviews guests feedback through Unifocus and communicates information to staff to ensure continual guest satisfaction * Maintains a strong knowledge of hospitality trends and issues * Assures guest service standards are being applied by all guest services team * Conducts staff meetings as needed * Coaches and counsels team as necessary * Assists with maintaining a strong morale and spirit throughout front desk team * Maintains records for all VIPs, special requests, etc. * Maintains an up to date working knowledge of all resort amenities as well as any special events * Provides accurate directions and resort information for guests * Makes dining and activity reservations for guests * Upsells other resort services and amenities to guests * Maintains upkeep of all desk resources, including refilling brochure rack, making copies of flyers when low and keeping desk organized and immaculate * Answers incoming guest calls, transfers calls appropriately and relays messages accurately * Receives and sends guest faxes * Assists guests with incoming packages * Arranges bell service for guests * Schedules travel arrangements for guests * Assists with luggage storage and retrieval * Opens car doors for guests * Valet parks cars * Performs special deliveries or errands for guests * Delivers automobiles to guests ready to drive, which will require snow removal during winter season * Maintains traffic control ensuring fire lanes are kept clear * Provides daily custodial duties for the inside and outside of main lodge and parking areas * Be responsible for cleanliness of all guest service vehicles * Be capable of performing all the physical requirements outlined below * Resolves guest problems and is empowered to act in absence of manager /


// EXPERIENCE & EDUCATION: * High school diploma or equivalent * Prior hospitality experience highly preferred * At least one year customer service experience required * Prior supervisory experience highly preferred


  • 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
  • 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 associates
  • 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 have a valid drivers license

WORKING CONDITIONS: * Must be able to stand on feet throughout the shift, with intermittent periods of walking; * Must be able to lift, carry, push & pull up to 50 lbs * 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, run, walk on uneven surfaces * Must be able to work in a variety of weather conditions (rain, wind, snow, heat) * Must be able to climb stairs both indoors and outside in a variety of weather conditions (rain, wind, snow, heat/)./ // //

Primary Location: US-Oregon-Sunriver
Organization: Sunriver Resort
Pay Basis: Hourly
Job Level: Full-time
Job: Front Office
Req ID: SUN000275

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.