Guest Service Representative

HYATT PLACE - TAMPA AIRPORT/WESTSHORE•Tampa, FL

13h•Onsite

About The Position

Provides excellent guest service in an efficient, courteous, and professional manner, following LBA standards of friendly hospitality while adhering to guidelines and procedures. Executes selling strategies to enhance hotel revenue. Responsible for total front office operations, acting as Manager on Duty as needed, responding immediately to guest requests, representing the hotel in morning and afternoon hours, and maintaining thorough communication with management staff.

Requirements

Character traits of honesty and trustworthiness are essential.
Must pass appropriate security clearances.
Knowledge of entire property, staff, services, hours of operation, type of rooms, locations, rates, discounts.
Knowledge of Frequent Stay Program.
Knowledge of reservations procedures including cancellations and “walking” guests.
Knowledge of phone etiquette and answering procedures.
Knowledge of area shopping, dining, entertainment and travel directions to assist guest inquiries.
Knowledge of daily hotel operations, check daily events, bulletin boards and be up to date on changes, new procedures and events.
Knowledge of Manager on Duty functions when necessary or as scheduled.
Computer literate to thoroughly operate property management system: post charges, compute bills, collect payment and make change.
Proficient in written and verbal English.
Problem solving and conflict resolution skills.
Ability to multi-task, remain associate and guest service centric.
Ability to communicate with guests, co-workers receiving and transmitting mail, phone and written messages and relay pertinent information using communication log books.
Ability to assist with guest issues with professionalism, maintaining a hospitable attitude.

Nice To Haves

Experience in service, sales, telesales or guest relations type of industry preferred.

Responsibilities

Greet and register guests, provide room assignments, maintain guest privacy, and accommodate special requests when possible.
Promote and sell services/amenities of the hotel.
Promote repeat business by offering to take future reservations and providing recommendations for alternate same brand-type products.
Be aware of potential sales leads and contacts through guest interaction and report information to the appropriate individual.
Keep housekeeping and other departments informed of any special requests, late check-outs, and special needs areas.
Check all credit cards for validity before the end of the shift.
Learn and utilize PMS.
Ensure all cash, check, and miscellaneous departments are in balance at shifts end.
Assist in other areas: F&B, cleanliness of property wherever assistance is needed for guest satisfaction.
Help maintain a clean and professional lobby, dining area; dusting, vacuuming, cleaning tables, etc.
Have a thorough working knowledge of emergency procedures.
Practice safety standards at all times and be alert to hazardous conditions. Report or correct any hazardous conditions immediately.
Report any unusual occurrences or requests to the manager.
Maintain certification from a responsible entity.
Utilize Service Recovery Log and other necessary communication logs from shift to shift.
Maintain stock/cleanliness in the market area.
Where applicable, follow approved laundry procedures, ensure understanding of operation of washers and dryers. Assist with folding linen according to proper standards.
Other duties as assigned, including assisting in other departments such as laundry, housekeeping, or food and beverage.