Guest Communications Agent

Organization- Alila Marea

Summary

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 Communications Agent at Alila Marea Beach Resort will play a crucial role in ensuring our guests experience is the highest level of luxury and hospitality from the moment they arrive. Working closely with every department on property. The Guest Communications Agent is responsible for answering incoming calls to the resort and must have good typing skills, a pleasant attitude and excellent phone demeanor. The Guest Communications Agent must work well handling a high volume of calls. They should be comfortable and able to answer questions relating to the hotel. Must be able to proficiently navigate a variety of computer systems. Must exhibit Exceptional attention to detail, excellent interpersonal skills, and passion for delivering exceptional guest experiences will be essential to the success of this role.

Core Functions

• Adhere to Hyatt Hotels Corporation guidelines and core values to ensure the health, safety and comfort of our colleagues and guests.
• Guest Service Excellence:
• Ensure that all guests receive a warm and personalized welcome, maintaining the resort's reputation for exceptional service according to Forbes service standards.
• Address and resolve guest inquiries, requests, and issues in a timely and professional manner.
• Utilize the resorts Wecare processes and ensure colleagues are operating according to established standard operating procedures.
• Promote loyalty programs and incentives.
• Quality Assurance:
  
  

Monitor and ensure the accuracy of guest information and reservations in the property management system.

Monitor, control, and expedite as necessary to fulfill guest requests in an efficient and satisfactory level. Monitor all guest calls through multiple computer platform programs such as HotSOS, Medallia Concierge Texting Platform, and Email.

Assist and uphold high standards of cleanliness, appearance, and functionality in the lobby, front office areas, and guest communications center.

Assist in maintaining compliance with all safety and security procedures.

Provide assistance to other team members and departments to contribute to the best overall performance of the department and hotel and communicate effectively with guests and fellow team members.

• Maintain a friendly, cheerful and courteous demeanor at all times, while providing personalized service to hotel guests.
• Other duties as assigned.
  
  

Qualifications

• Minimum 1 year work experience in front office, guest services, concierge, or customer service.
• Bachelor’s degree in Hospitality or related field preferred.
• Proficiency in MS Office Suite.
• Experience with hotel management systems and hotel reservation software.
• Experience in luxury/upscale hotel setting. Ei: Forbes-standards.
• Skillful in project planning/ tasks and able to prioritize projects/ tasks.
• Highly organized and efficient, pro-active and results driven, and ability to adapt and demonstrate flexibility. Leads by example and with integrity.
• Excellent communicator and team motivator. Business-like, socially engaged, passionate, expressive demonstrating a positive attitude.
  
  

Mental and Physical Demands

• Frequent: Sitting, standing, walking throughout property, working on a computer, typing, filing, climbing stairs, and interacting with guests (speaking, listening, writing).
• Occasional: Lifting, pushing, and pulling guest luggage and property equipment. Occasional stooping and bending.