Guest Services Agent FT

Hyatt Centric San Juan Isla Verde•Carolina, PR

About The Position

The Guest Service Agent provides attentive, courteous, and efficient service to guests at check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy. The role supports Front Desk operations, responds to guest inquiries, handles reservations and payments, and completes required shift procedures in accordance with hotel standards.

Requirements

High school diploma or equivalent required.
Computer experience required.
Must be able to communicate effectively, verbally and in writing, with employees and guests at all levels.
Must be able to listen to, understand, and clarify concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Must be able to understand and apply complex information and data from various sources.
Must be able to maintain confidentiality of information.
Must be able to stand throughout the entire shift.
Light work involving exertion of up to 20 pounds occasionally and/or up to 10 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.
Flexible and long hours are sometimes required.

Nice To Haves

College coursework in a related field is helpful.
Experience in a hotel or related field preferred.
Customer service experience preferred.

Responsibilities

Greet and welcome guests approaching the Front Desk in accordance with hotel standards.
Operate the PBX console as applicable and ensure hotel standards are met.
Answer guest inquiries about hotel services, facilities, hours, restaurants, transportation, entertainment, and other local information.
Log and deliver packages, mail, and messages to guests and meeting rooms.
Review the Front Office log and Trace File daily.
Follow cash-handling and credit policies.
Stay informed about rates, packages, promotions, in-house groups, and closed-out or restricted dates.
Obtain required information for room reservations and follow the rate-quoting scenario.
Maintain familiarity with hospitality terminology and emergency procedures, and assist as needed.
Handle guest check-ins and checkouts in a friendly, efficient, and courteous manner.
Use proper two-way radio etiquette when communicating with employees.
Operate relevant aspects of the Front Desk computer system.
Complete shift checklist tasks and duties promptly and efficiently.
Complete bucket checks, room rate verification reports, and housekeeping reports.
Balance and prepare paperwork for shift closing according to hotel standards.
Maintain and market promotions and guest programs.
Maintain a clean work area and assist guests with safe deposit boxes.
Attend required hotel meetings and trainings, maintain regular attendance, and comply with hotel standards and regulations.
Maintain a professional appearance and grooming, including wearing the proper uniform and nametag.
Promote productivity, identify problem areas, assist with solutions, and handle problems by anticipating, preventing, identifying, and resolving them.
Cross-train in other hotel-related areas, maintain confidentiality, and anticipate guest or operational needs.
Perform other duties as requested by management.

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Short-term and long-term disability insurance
401(k) retirement plan with employer matching contributions
Paid holidays
Paid vacation
Paid sick leave in accordance with applicable law
Employee assistance program (EAP)
Educational opportunities and tuition reimbursement
Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law