Guest Services Agent
Company: Hyatt Regency Bethesda
Location: Bethesda
Posted on: March 19, 2023
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Job Description:
Compensation Type:
Hourly
Highgate Hotels:
Highgate is a leading real estate investment and hospitality
management company widely recognized as an innovator in the
industry. Highgate is the dominant player in major U.S. gateway
cities including New York, Boston, Miami, San Francisco and
Honolulu, with a growing Caribbean and Latin America footprint. The
hospitality forward company provides expert guidance through all
stages of the property cycle, from planning and development through
recapitalization or disposition. Highgate has a proven record of
developing its diverse portfolio of bespoke lifestyle hotel brands,
legacy brands, and independent hotels and resorts with contemporary
programming and digital acumen. The company utilizes
industry-leading revenue management tools that efficiently identify
and predict evolving market dynamics to drive outperformance and
maximize asset value. With an executive team consisting of some of
the most experienced hotel management leaders, the company is a
trusted partner for top ownership groups and major hotel brands.
Highgate maintains corporate offices in New York, Chicago, Dallas,
London, Miami, and Seattle. www.highgate.com.
Location:
Hyatt Regency Bethesda is an iconic hotel located in the heart of
downtown Bethesda. Nestled above the Bethesda Metro Red Line, the
hotel offers easy access to Washington DC's famous museums,
monuments and zoo and is only minutes from Bethesda Row, which
offers unlimited shopping, dining, and entertainment. The Hotel
offers 390 modern guestrooms with upscale amenities.Hyatt Regency
BethesdaOne Bethesda Metro CenterBethesda, MD 20814
Overview:
The Guest Service Agent is responsible for providing attentive,
courteous and efficient service to all guests during check-in,
throughout their stay, and at checkout, while maximizing room
revenue and occupancy.
Responsibilities:
Greet and welcome all guests approaching the Front Desk in
accordance with Highgate Hotel standards.Maintain proper operation
of the PBX console and ensure that all hotel standards are met (if
applicable).Answer guest inquires about hotel services, facilities
and hours of operation in a timely manner.Ensure logging and
delivery of packages, mail and messages to guests and meeting
rooms.Review Front Office log and Trace File daily.Answer inquires
from guests regarding restaurants, transportation, entertainment,
etc.Follow all cash handling and credit policies.Be aware of all
rates, packages and special promotions as listed in the Red Book.Be
familiar with all in-house groups.Be aware of closed out and
restricted dates.Obtain all necessary information when taking room
reservations and follow the rate-quoting scenario.Be familiar with
hospitality terminology.Have knowledge of emergency procedures and
assist as needed.Handle check-ins and checkouts in a friendly,
efficient and courteous manner.Use proper two-way radio etiquette
at all times when communicating with other employees.Fully
comprehend and be able to operate all relevant aspects of the Front
Desk computer system.Be able to perform and complete all tasks and
duties on the shift checklist in a timely and efficient manner.Be
able to complete a bucket check, room rate verification report, and
housekeeping report.Balance and prepare individual paperwork for
closing of shift according to hotel standards.Maintain and market
promotions and guest programs.Maintain a clean work area.Assist
guests with safe deposit boxes.
Qualifications:
College course work in related field helpful.Experience in a hotel
or a related field preferred.High School diploma or equivalent
required.Computer experience required.Customer Services experience
preferred.Flexible and long hours sometimes required.Light work -
Exerting up to 20 pounds of force occasionally, and/or up to 10
pounds of force frequently or constantly to lift, carry, push, pull
or otherwise move objects.Ability to stand during entire
shift.Maintain a warm and friendly demeanor at all times.Must be
able to effectively communicate both verbally and written, with all
level of employees and guests in an attentive, friendly, courteous
and service oriented manner.Must be effective at listening to,
understanding, and clarifying concerns raised by employees and
guests.Must be able to multitask and prioritize departmental
functions to meet deadlines.Approach all encounters with guests and
employees in an attentive, friendly, courteous and service-oriented
manner.Attend all hotel required meetings and trainings.Maintain
regular attendance in compliance with Highgate Hotel Standards, as
required by scheduling, which will vary according to the needs of
the hotel.Maintain high standards of personal appearance and
grooming, which includes wearing the proper uniform and
nametag.Comply with Highgate Hotel Standards and regulations to
encourage safe and efficient hotel operations.Maximize efforts
towards productivity, identify problem areas and assist in
implementing solutions.Must be effective in handling problems,
including anticipating, preventing, identifying and solving
problems as necessary.Must be able to understand and apply complex
information, data, etc. from various sources to meet appropriate
objectives.Must be able to cross-train in other hotel related
areas.Must be able to maintain confidentiality of information.Must
be able to show initiative, including anticipating guest or
operational needs.Perform other duties as requested by
management.
Keywords: Hyatt Regency Bethesda, Bethesda , Guest Services Agent, Sales , Bethesda, Maryland
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