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Hyatt Overnight Guest Services Agent - $500 Sign on bonus in CHARLESTON, South Carolina


Summary: The Overnight Guest Services Agent is responsible for answering all incoming resort calls in a courteous and professional manner, guest registration, and asset control including department keys, provide transportation for guests, assist with collateral creation and distribution, room assignments, report preparation, housekeeping item delivery and assist with lost and found management.TheOvernight Guest Service Agentshall strive to provide exceptional service to both internal and external guests at all times. 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:

  • Greets and welcomes guests through both phone andface-to-face interactions and provides courteous assistance to those who askfor guidance.

  • Answers all inbound Resort phone calls, bothinternal and external, in a friendly, upbeat tone.

  • Performs assigned outbound calls suchas courtesy call backs to guests inquiring about their accommodations, WelcomeArrival calls following guest check-in, and all wake up calls.

  • When required, transfers incoming calls promptly,accurately and appropriately.

  • Registers guests into computer system, verifyingregistration, address and credit information

  • Accepts payment for guests’ accountants both at thetime of registration and check out

  • Review guest receipts (folios) for accuracy beforedistributing.

  • Ensure that local facilities are properlysecured.

  • Follows set procedures on posting, charges, cashingchecks, safe deposits and refunds

  • Main contacts for the Resort’s mail department andresponsible for distributing all internal mail and packages to designatedguests and Colleagues in a timely and accurate manner. Also, assistsguests and Colleagues with outgoing letters and packages.

  • Maintains accurate records of room availability

  • Responsible for key, radio, phone and other companyasset control. Responsible for ensuring that Resort master keys are keptin a safe and locked place.

  • Be able to quickly recognize items that needattention and communicate pertinent information to affected and appropriateparties (i.e. resort Colleagues, guests, departments).

  • Maintains an up to date working knowledge of allresort amenities as well as any special events. One must have a general knowledge of the City of Charlestonand surrounding areas.

  • Must be able to effectively, patiently, andprofessionally handle all internal and external guest situations and resolveguest challenges to guest’s satisfaction and feel empowered to act in absenceof manager

  • Arrange for, or provide, Resort services such asbellman, valet, transportation, housekeeping & engineering for guests.

  • Performs Concierge duties as necessary

  • Maintains a professional appearance. Follows allWild Dunes Resort dress code standards.

  • Up sells other resort services and amenities toguests

  • Generate, review and share required daily emailsand reports, such as Better Place email, VIP arrivals or late check-out report,to ensure vital information is communicated and accurate.

  • Maintains constant awareness of safety issues,(i.e. broken glass, frayed electrical cords, leaks, broken locks and suspiciouspersons). Reports all safety incidents to on-duty supervisor.

  • Acts with responsibility towards all companyproperty, supplies and equipment.

  • Musthelp keep all work areas clean

  • Interacts with guests, colleagues, and Resort staffin a professional, alert & courteous manner, assisting other departmentsany necessary information when called upon.

  • Maintains and updates the Resort resolution log andfollows-up with managers on any pending issues in a timely manner.

  • Enters maintenance and housekeeping work ordersinto work order system and follow-ups to ensure tickets have been closed in atimely manner.

  • Responsible for completing assigned call trackingand daily follow-up sheets.

  • Performs assigned duties on the daily Guest ServiceAgent task list including creating and distributing door access codes.

  • Requires a clear understanding of arrival anddeparture day procedures by department.

  • Must be able to quickly and efficiently utilizeResort resources to respond to any requests within a designated time limit.

  • Responsible for overseeingorganization, processing, tracking and guest communication of the Lost andFound department.

  • Complete all training requirementsincluding comprehensive reservations training

  • Create reservations and assist thirdparty reservationist by providing property knowledge.

  • Attendany mandatory team and Resort meetings.

Colleague is held accountable for all duties of this job and otherduties as assigned.


Experience & Education:

  • High school diploma or equivalent required

  • Prior hospitality experience preferred

  • At least one-year customer service experiencepreferred

Job Requirements:

  • Must be authorized to work in theUnited States

  • Must have excellent phone etiquette

  • Must be able to read, write and speak English

  • Must be able to work well under pressure

  • Must be able to accurately follow instructions,both verbally and written

  • 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 mayinclude evenings, weekends and holidays

  • Must have the ability to deal effectively andinteract well with the guests and Colleagues

  • Must have the ability to resolve problems/conflictsin a diplomatic and tactful manner

  • Must have a passion for creating an exceptionalexperience for all guests

Colleagues who are hired at Wild Dunes Resort will be verified through the federal E-Verify system.

Working Conditions:

  • Can sit or stand as needed with intermittentperiods of walking, rarely needing to stand for periods up to an hour.

  • Must be able to occasionally lift and carry up to20 lbs. with assistance

  • Must be able to perform simple grasping, finemanipulation, and repetitive hand & arm movements frequently, and squeezing& overhead reaching occasionally.

Primary Location: US-SC-Isle of Palms

Organization: Wild Dunes Resort

Pay Basis: Hourly

Job Level: Full-time

Job: Guest Services

Req ID: ISL000328

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.