Substitute Guest Services Attendant

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Hyatt is a place of learning – similar to a university. The company offers so many ways for me to learn and grow, both professionally and personally.

At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences.

The Guest Service attendant is at the heart of the hotel and is in many instances the first and last interaction our guests have with us. This position is responsible for handling incoming and outgoing phone calls; responding to guest requests; learning and disseminating basic hotel information; and being knowledgeable of procedures and techniques necessary for the smooth operation of the department.

The Guest Service attendant is required to display exceptional customer service, possess excellent phone manner, a working knowledge of computers and phone systems and be able to think and act independently as appropriate for situations that may arise. Additionally, the Guest Service attendant will take food orders for room service over the telephone and processes payment and tips for all purchases made through phone service.

Other duties as required.

Hyatt associates work in an environment that demands exceptional performance yet reaps great rewards. Whether it's career opportunities, job enrichment or a supportive work environment, if you are ready for this challenge, then we are ready for you.

JOB FUNCTIONS

• Answer incoming calls both internally and externally in accordance with department standards
• Connecting guests and employees to the appropriate extensions
• Verify guest information via OPERA PMS
• Be familiar with hotel, its services and the local area
• Following through in resolving guest issues and/or requests accurately
• Log guest requests for Engineering, Housekeeping and Security via specialized software solution designated by the hotel HotSOS
• Coordinate amenity requests and secure payment for external requests
• Coordinate guest requests with minibar team
• Rings up check, gives to servers on duty, posts all checks on MICROS POS system
• Monitor orders placed through MICROS POS system
• Takes pre-orders for future meal periods and communicates them to fellow team members Verifies mode of payment and receives clearance on credit purchases
• Balances cash receipts at end of shift, prepares recap sheet
• Calculates charge tips and service charges and records in tip log, loads tip distribution directly into Evention

QUALIFICATIONS

ESSENTIAL:

• At least 1 year experience in telephone operator experience in large telecommunications department or reservations experience.
• At least one year cashiering experience (preferably computerized) or a combination of education and experience that provides the skills required for the position.

DESIRABLE:

• H.S. graduate

KNOWLEDGE, SKILLS, & ABILITIES:

ESSENTIAL:

• Excellent communication skills; fluent in English
• Telephone terminology and operator assistance.
• Speak clearly and good listening skills in order to provide assistance to callers.
• Working quickly and under pressure.
• Directing callers to appropriate departments or areas.
• Service Orientation
  • Handle heavy phone volume with good listening skills
  • Communicate effectively both verbally and in writing.
  • Handle pressure, maintain calm at all times, interact with both guests and staff and show good judgment.
  • Take messages accurately.
  • Answer calls following established procedures.
• Problem Solving (Measuring abilities to think strategically, to create solutions to complex situations.)
  • Perform mathematical computations and complete standard written reports.
  • Work under pressure and meet deadlines.
  • A quick-thinking problem solver able to find alternative solutions
• Physical Abilities
  • Sit for long period of time.
• Group Process & Team Building (Measuring needs for collaboration, affiliation, and teamwork.)
  • Follow instructions from unit manager.
  • Flexibility to work various shifts and weekends if called upon to do so
  • Creativity (Measuring aspects of innovation, creativity and curiosity.)
  • Ethical Awareness (Measuring concerns of fairness, equity, integrity, and ethics.)
  • Be both discreet and cooperative when dealing with guests and staff.
  • Computer Knowledge
  • Knowledge of computerized register and terminal.
  • Use a calculator and computer to post into a computerized system.

DESIRABLE:

• Telephone console systems.
• Knowledge of MICROS system
• Knowledge of OPERA PMS
• Knowledge of HotSOS
• Knowledge of a second language (especially French, Italian,…