Hyatt Guest Experience Agent – Front Office in LONDON, United Kingdom
Welcome to the Andaz, where our name translates from Hindi as “personal style”… Our hotel is not conventional, this is reflected in our people and woven into the fabric of our culture of creating memorable experiences.
Uncover an environment free of barriers, where ideas are exchanged and encouraged. We are a 5 Star Lifestyle Hotel located in the heart of vibrant East London. Featuring 267 newly refurbished rooms, 7 exciting bars & restaurants and 15 diverse event spaces. We embrace people challenging the norm and who aren’t afraid of standing out, that’s what makes us different – your personal style whether that be tattoos, piercings or pink hair.
As a Guest Experience Agent 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 myself. 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. I am 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.
Being part of Andaz also means, joining the Hyatt family which has over 679 hotels in over 54 different countries, which is also recognised as a UK Great Place to Work Company!
What is in it for you? Continuous learning and development is paramount to us. As such, we pride ourselves on developing and supporting all our colleagues. You will have access to various learning opportunities both online and in our dedicated training room. •12 free nights per year of service across Hyatt Hotels worldwide •Employee and Friends & Family rates across Hyatt Hotels worldwide •1 Complimentary night stay for 2 in the Andaz (incl. dinner and breakfast) after 6 months of employment •Discounts of up to 50% in our 7 restaurants & bars •Uniform provided and laundered complimentary •Complimentary meals on duty •Refer a friend bonus £500 per colleague introduced •Bike 2 work scheme •Busy social calendar including annual summer & Christmas celebrations •Workplace pension scheme •Annual season ticket loan •Team member & performance rewards system redeemable in the form of complimentary stays, massages and many more
*Please be sure to be eligible to work and live in the UK before applying.*
Primary Location: GB-ENG-London
Organization: Andaz Liverpool Street
Job Level: Full-time
Job: Front Office
Req ID: LON002938
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.