Guest Service Agent

Administration
-Maintains the Daily Log Book
-Reports “Lost and Found” items.
Customer Service
-Delivers the brand promise and provides exceptional guest service at all times.
-Provides excellent service to internal customers as appropriate.
-Be familiar with the hotel’s products and services and policies.
-Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
-Maintains positive guest and colleague interactions with good working relationships.
-Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.
-Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.
-A Host is responsible for greeting guests on arrival and making them feel welcome and comfortable during their stay. A Host’s priority at all times is to engage with guests in a caring and positive manner, using active listening skills to understand the needs and wants of guests – wherever possible, getting to know them and their preferences on a personal level. A Host is a key contact person and resource for guests throughout their stay and should demonstrate creative problem solving. A Host also plays the important role of ensuring that departure motivates guests to come back to the hotel at the earliest opportunity.
Financial
-Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.
Operational
-Meets and greets all guests and assists with registrations.
-Ensures the strict control of room keys.
-Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
-Embraces all Hyatt Values and Hyatt Purpose.
-Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.
-Prepares welcome cards and keys for arrival FIT guests.
-Ensures accurate knowledge of hotels and tourism.
-Works closely with other Front Office personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
-Supports and embraces the spirit of “We work through Teams”.
-Verifies arrival and departure details and arranges luggage handling and transportation and other services requested by guests.
-Mange the registration process to confirm guest information, acknowledge preferences as noted, provide guest with room keys and offer luggage assistance.
People Management
-Supports the implementing, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.
Other Duties
-Attends and contributes to all training sessions and meetings as required.
-Exercises responsible behavior at all times and positively representing the hotel team and Hyatt International.
-Maintains strong, professional relationship with relevant representatives from competitor hotels, business partners and other organizations.
-Read the hotel's Associate Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.
-Ensures high standards of personal presentation and grooming.
-Responds to changes in the Front Office function as dictated by the industry, company and hotel.
-Carries out any other reasonable duties and responsibilities as assigned.