Guest Service Representative

Hyatt Place Austin Airport - Austin, TX4.1

Full-timeEstimated: $22,000 - $29,000 a year
National Hospitality Services (NHS) has a passion for results. Throughout our many years in the hospitality industry, we have proven the ability to deliver service and value. Our expertise covers a broad range of lodging options, from extended stay and limited service properties, to full-service hotels featuring restaurants and convention centers.

Located just 15 minutes from downtown, our convenient hotel near Circuit of the Americas, offers a stylish, comfortable, and seamless experience for travelers to the Austin area. Guests will enjoy free Gallery Kitchen Breakfast, 24/7 StayFit™ Gym, and seasonal outdoor swimming pool. After a day of meetings, head to the Coffee to Cocktails Bar for a specialty Starbucks® beverage or cocktail from our menu of premium beers, wines, and spirits. From our flexible meeting space to free Wi-Fi everywhere, Hyatt Place Austin Airport has everything you need to stay productive and feel at home.

The Role

The Guest Service Representative works at the front desk of the hotel and is responsible for the complete guest experience; to include the Gallery Host Stand, the Bakery Café, the Guest Kitchen, the e-room and the TV den, and the servicing of the meeting rooms. As a Guest Service Representative, you will be greeting and checking in arriving guests and checking out departing guests. This position is responsible for complete guest satisfaction Providing excellent customer services to current and future guests and making reservations for incoming phone calls or walk-ins.

Duties and Responsibilities

Make a daily reservation count for arrivals and departures to direct actions in selling rooms.
Block all incoming reservations based on guest request and availability.
Block arriving reservations of all groups if deemed necessary, pre-register, place key in envelope and note room number on envelope, assuring a smoother check-in.
Register all incoming guests, making sure that all pertinent information is obtained, registration card is completed and method of payment is established.
Accept and record credit card and photo ID information on guest accounts and provide change for guests as needed.
Assist in other departments such as Breakfast, Social, Housekeeping, Laundry etc. as needed.
Maintain the cleanliness of the hotel bathrooms, lobby and other public areas.
Anticipate guest needs, respond promptly, and acknowledge guest regardless of how busy and whatever time of day.
Maintain positive guest relations at all times.
Address and resolve guest complaints and ensure guest satisfaction.
Document all guest requests, concerns and communication information to responsible personnel for proper handling.
Prepare daily cash report, balancing payments and disbursements with machine totals; prepare deposit slip and provide assistance to the Front Office Manager by providing him/her with summary of daily bank status. Request change as needed.
Maintain confidentiality and security of proprietary company information, correspondence reports and files.
Handle all incoming and outgoing reservation requests.
Care for lost and found items as directed by the General Manager.
Perform other duties as assigned by management.

Required Skills and Experience

Highly energetic, go-getter, motivated individual
Willing to take initiative and work with little direction.
Previous hospitality industry experience preferred but not required
Excellent interpersonal and communication skills with strong customer/client focus essential
Strong problem-solving skills
Ability to work in a fast-paced, high pressure environment
Ability to shift and manage multiple priorities
Results driven focus and ability to work through to completion in a timely manner
Adaptable to change
High level of flexibility regarding overtime during times busy periods as required by the business

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the job.