Hyatt Guest Services Coordinator in CHARLESTON, South Carolina
SUMMARY: 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. The Resort WENDI call center Colleague will assist in maintaining the AAA Four Diamond standards.
The guest services coordinator shall always strive to provide exceptional service to both internal and external guests. S/he will be responsible for exemplifying the Wild Dunes Resort Culture as well as promoting Wild Dunes Resort as both the Destination and Employer of Choice!
Essential job Functions:
Interacts withguests, colleagues, and Resort staff in a professional, alert & courteousmanner, assisting other departments any necessary information when called upon.
Acts withresponsibility towards all company property, supplies and equipment.
Maintains aprofessional appearance and follows all Wild Dunes Resort dress code standards.
Answers allinbound Resort phone calls, both internal and external, in a friendly, upbeattone.
When required, transfersincoming calls promptly, accurately and appropriately.
Relays detailedmessages to appropriate parties quickly and efficiently.
Provides generalresort information to guests
Responsible forreceiving and sending guests faxes and forwarding an incoming Resort faxes tothe designated department or colleague.
Main contacts forthe Resort’s mail department and responsible for distributing all internal mailand packages to designated guests and colleagues in a timely and accuratemanner. Also, assists guests and colleagueswith outgoing letters and packages.
Performs allconcierge functions when called upon, including but not limited to: assistingwith dining and recreation reservations, upselling resort services andamenities to guests, answering common Resort questions, and recommendingactivities in the local Charleston area.
Maintainsa strong familiarity of Wild Dunes Resort and the Charleston area.
Maintains andupdates the Resort resolution log and follows-up with managers on any pendingissues in a timely manner.
Be able to quicklyrecognize items that need attention and communicate pertinent information toaffected and appropriate parties (i.e. resort colleagues, guests, departments).
Maintains constantawareness of department and Resort safety issues (i.e. broken glass, frayedelectrical cords, leaks, broken locks and suspicious persons) and reports allsafety incidents to Manager On-Duty.
Enters maintenanceand housekeeping work orders into work order system and follow-ups to ensuretickets have been closed in a timely manner.
Greets andwelcomes guests thru both phone and face-to-face interactions and providescourteous assistance to those who ask for guidance.
Utilizetraining of Resort PMS system to be knowledgeable about guest reservations andsuccessfully and independently assist with room assignments and questions.
Mustbe able to effectively, patiently, and professionally handle all internal andexternal guest situations and resolve guest challenges to guest’s satisfactionandfeel 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 iscommunicated and accurate.
Remainup-to-date on all Resort happenings, seasonal offerings and any changes inpolicies and procedures.
Responsiblefor completing assigned call tracking and daily follow-up sheets.
Performsassigned duties on the daily Resort ambassador task list.
Responsible forensuring that Resort master keys are kept in a safe and locked place.
Requires a clearunderstanding of arrival and departure day procedures by department.
Must be able toquickly and efficiently utilize Resort resources to respond to any requestswithin a designated time limit.
Arrange for Resortservices such as bellman, valet, transportation, and housekeeping &engineering for guests.
Maintains recordsand communicates all VIPs, special requests, etc.
Performs assigned outbound calls such as courtesycall backs to guests inquiring about their accommodations, Welcome Arrivalcalls following guest check-in, and all wake up calls.
Responsible for overseeingorganization, processing, tracking and guest communication of the Lost andFound department.
Follows setprocedures on posting, charges, cashing checks, safe deposits and refunds.
Attend any mandatory team and Resort meetings.
Colleague is held accountable for all duties of this job and otherduties as assigned.
High schooldiploma or equivalent required
Prior hospitalityexperience preferred
At least one yearcustomer service experience preferred
Must be a UnitedStates citizen or possess a valid work permit
Must haveexcellent phone etiquette
Must be able toread, write and speak English
Must be able towork well under pressure
Must be able toaccurately follow instructions, both verbally and written
Must possessesexcellent communication skills
Must beprofessional in appearance and demeanor
Must always ensurea teamwork environment
Ability to work aflexible schedule that may include evenings, weekends and holidays
Must have theability to deal effectively and interact well with the guests and colleagues
Must have theability to resolve problems/conflicts in a diplomatic and tactful manner
Must have apassion for creating an exceptional experience for all guests
Colleagues who are hired at Wild Dunes Resort will be verified through the federal E-Verify system.
Cansit or stand as needed with intermittent periods of walking, rarelyneeding to stand for periods up to an hour.
Mustbe able to occasionally lift and carry up to 20 lbs with assistance
Mustbe able to perform simple grasping, fine manipulation, and repetitive hand& arm movements frequently, and squeezing & overhead reachingoccasionally.
The physical demands described here are representative of those that must be met by a colleague to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Wild Dunes is anAffirmative Action / Equal Opportunity Employer and offers equal employment opportunityto all, based upon individual merit and does not discriminate on the basis ofrace, color, religion, national origin, sex, gender, age, disability status,protected veteran status or any other protected class or category.
Primary Location: US-SC-Isle of Palms
Organization: Wild Dunes Resort
Pay Basis: Hourly
Job Level: Full-time
Job: Guest Services
Req ID: ISL000286
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.