Guest Service Agent
Hyatt
New York, NYFresher1h agovia LinkedIn
About the Role
The Guest Service Agent - Overnight is responsible for providing attentive, courteous and efficient service to all guests throughout their stay. This position will respond quickly to guest requests and/or complaints in a friendly manner and ensure that appropriate action is taken to guarantee guest satisfaction.
Key Responsibilities
- Be the expert for guests about hotel services, facilities and hours of operation, as well as the surrounding area.
- Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
- Review Front Office log and Trace File daily.
- Follow all cash handling and credit policies.
- Be knowledgeable of all rates, packages and special promotions along with in-house groups and hotel inventory.
- Have knowledge of emergency procedures and assist as needed.
Requirements & Tech Stack
- High School diploma or equivalent required.
- Computer experience required.
Qualifications
- Customer Services experience preferred.
- Ability to work a flexible schedule including AM, PM, Weekends, Holidays, and potentially overnight.
- Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
- Ability to stand during entire shift.
- Maintain a warm and friendly demeanor at all times.
- Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
- Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
- Must be able to multitask and prioritize departmental functions to meet deadlines.
- Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform.
- Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
- Must be able to maintain confidentiality of information.
Experience Preferred:
- College course work in related field helpful.
- Experience in a hotel or a related field preferred.