Train in office with future work from home opportunities possible!
guest services
* service inbound guest calls with high quality of service and clear communication solutions.
* maintain a positive and upbeat tone while answering guest questions and concerns.
* assist guests with rescheduling reservations.
* contribute to the team’s efforts in accomplishing set goals.
* uphold reservation standards with effective listening skills and solution‑oriented responses.
* check availability of accommodations and dates, including finding alternative dates or options if first choice is unavailable.
* answer guest questions about property facilities and services.
* contact appropriate department (e.g., sales, data administration, accounting) to resolve guest calls, requests, or problems.
safety and security
follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
policies and procedures
* protect the privacy and security of guests and coworkers.
* maintain confidentiality of proprietary materials and information.
* follow company and department policies and procedures.
* protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
* perform other reasonable job duties as requested by supervisors.
guest relations
* actively listen and respond positively to guest questions, concerns, and requests using brand or property‑specific process.
* anticipate guests’ service needs by asking questions and listening to preferences.
* address guests’ service needs in a professional, positive, and timely manner.
* engage guests in conversation regarding their stay, property services, and local attractions.
* thank guests with genuine appreciation and provide a fond farewell.
* welcome and acknowledge each guest with a smile, eye contact, and a friendly verbal greeting, using the guest’s name when possible.
* answer telephones using appropriate etiquette, including answering within three rings and giving callers a friendly voice.
* speak to guests and co‑workers using clear, appropriate, and professional language.
* provide assistance to coworkers, ensuring they understand their tasks.
* support all co‑workers and treat them with dignity and respect.
* develop and maintain positive and productive working relationships with other employees and departments.
* handle sensitive issues with employees and guests with tact, respect, diplomacy, and confidentiality.
* partner with and assist others to promote teamwork and achieve common goals.
quality assurance & improvement
comply with quality assurance expectations and standards, performing other reasonable job duties as requested by supervisors.
sales
* promote awareness of brand image internally and externally.
* recognize opportunities to upsell enhancements to create a better hyatt experience.
* use sales techniques that maximize revenue while maintaining existing guest loyalty.
* explain details and requirements related to attending a sales presentation to potential owners.
* verify that individuals meet eligibility requirements for preview package sales/tours prior to scheduling a tour.
* overcome potential owner objections while maintaining a polite and enthusiastic demeanour.
* communicate with potential owners via telephone to set up preview package sales/tours, including explaining opportunities and answering questions.
* encourage guests or callers to purchase or schedule preview package sales/tours.
critical competencies
* analytical skills – learning
* interpersonal skills – diversity relations, customer service orientation, team work, influence
* communications – listening, telephone etiquette, language proficiency, applied reading
* personal attributes – integrity, positive demeanor, dependability, stress tolerance, adaptability/flexibility
preferred qualifications
* education: high school diploma or g.e.d. equivalent
* related work experience: no related work experience is required
* supervisory experience: no supervisory experience is required
hyatt vacation ownership is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
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