Guest Services Officer - Reservations

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Guest Services Officer - Reservations

Description

Our Purpose: We care for people so they can be their best.

Care comes from a place of empathy and authentic human connection. We care by truly seeing people and getting to know them as unique individuals so we can design and deliver personal experiences. We want to make a difference in the lives of all those we touch: colleagues, guests, owners, operators, community members, and shareholders. Being your best is about being your authentic self in each moment - engaged, fulfilled, and ready to take on the world.

Through our values, we put our dedication to caring into action:

Respect:

• Be inclusive

• Value diverse points of view

• Care for people and your environment

Integrity:

• Tell and accept the truth

• Honor your commitments

• Take ownership and act with pride

Empathy:

• Truly listen

• Respond with compassion

• Walk in the shoes of others

Inclusion:

• Seek to understand

• Encourage diverse viewpoints

• Support each other to thrive

Experimentation:

• Be curious and continuously learn

• Experiment & generate new ideas

• Make things happen

Wellbeing:

• Prioritize self-care

• Use fun as fuel

• Build connections within your community

At Hyatt Regency:

Brand Target:

Focused guests seeking a seamless, intuitive experience for specific occasions (Ambitious Loyalist)

Brand Promise:

To make travel free from stress and filled with success

Brand Principles:

• Designed for productivity & peace of mind

• Tools to stay connected and energized

• Stress-free environments for seamless gatherings

• Responsible & empathetic service that anticipates needs

Main Duties and Responsibilities:

• Administration

o To oversee and assist in the preparation and update of the Departmental Operation Manuals.

o To conduct regular communications meetings and ensure departmental briefings and meetings are effective and conducted as necessary.

o To ensure that an organized and efficient filing system is implemented for the department.

o To ensure that the use of new technology and equipment is explored and implemented wherever appropriate.

• Customer Service

o To ensure that all Reservations Associates deliver the brand promise and provide exceptional guest service at all times.

o To ensure that Reservations Associates also provide excellent service to internal customers as appropriate.

o To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved adequately.

• Other Duties

o To maintain strong, professional relationships with the relevant representatives from competitor hotels and other organizations.

o To respond to changes in the Reservations function as dictated by the industry, company, and hotel.

o To 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 fire, hygiene, health, and safety.

o To attend training sessions and meetings as and when required.

o To carry out any other reasonable duties and responsibilities as assigned.

• Financial

o To maximize room sales and revenue.

o To maximize associate productivity with multi-skilling, multi-tasking, and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.

o To ensure that Reservations operates with the lowest possible cost structure while also delivering on the brand promise to the guest proactively and managing costs based on key performance indicators.

o To assist in the preparation of the Annual Business Plan.