Guest Service Agent

Guest Service Agent

Full-Time / Hourly

Job Summary

The Guest Service Agent is responsible for providing exceptional service to guests throughout their stay at the hotel, ensuring they have a pleasant and memorable experience. This position involves checking in and checking out guests, handling inquiries, resolving issues, making reservations, and supporting the front desk operations.

Main responsibilities:

• Ensure that Elite guests and World of Hyatt members receive their benefits and recognition from all associates.
• Responsible for pre-assigning upgrades as appropriate.
• Provide guests with the necessary information and accompany them during their stay at our hotel to make their vacations or business meetings enjoyable.
• Review the hotel status report and analyze the expected movement for the day, considering check-ins and check-outs.
• Ensure that all signage and information posted on announcements are complete, clean, and free from objects that block their readability.
• Be fully informed about the arrival and departure times of individual guests, groups, and conventions at the hotel.
• Will assist in room inspection as necessary.
• Ensure the smooth operation of the "Arrival Experience."
• Check that special guest requests are fulfilled promptly, efficiently, and courteously. Maintain communication with departments to ensure these are completed.
• Investigate and resolve guest complaints.
• Ensure that Elite guests and World of Hyatt members receive their benefits and recognition from all agents. Responsible for pre-assigning upgrades as appropriate.
• Verify that all presentation and hygiene standards are posted and met in the departments.
• Ensure that operations movement are carried out according to the hotel's established policies and procedures.
• Review the proper application and entry of deposits made on a daily basis.
• Execute all instructions and tasks assigned by your immediate superior, as well as any responsibilities required by the position.

Minimum requirements of the position:

• High school diploma.
• Proficiency in English and Spanish.
• Experience in a hotel or related field, preferred.
• Proficiency in Office programs.
• Customer service-oriented, excellent communication skills.
• Flexible schedule (available to work overtime, day and night shifts, holidays, and weekends).
• Must be able to stand, walk, or bend. Must be able to lift at least 50 pounds.

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