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
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.
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.