Guest Services Representative at Dreamscape Hospitality

Houston, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

19 Jun, 26

Salary

0.0

Posted On

21 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Guest Services, Check-In, Check-Out, Guest Communication, Reservations Management, Payment Processing, Service Recovery, Conflict Resolution, Communication, Team Collaboration, Front Office Operations, Room Inventory Management

Industry

Hospitality

Description

Description Across Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing authentic hospitality and meaningful experiences to each and every guest. Hyatt is a place where high expectations aren't just met-they're exceeded. It's a place of outstanding rewards, where talent opens doors to exciting challenges in the hospitality industry. A Hyatt Regency Front Desk Agent acts as the primary, high-visibility face of the Hyatt brand, responsible for delivering premium service through seamless check-in/check-out, guest communication, and handling inquiries. They ensure a delightful guest experience by managing reservations, processing payments, and sharing hotel services, working in a fast-paced environment. This position reports to the Assistant Front Office Manager. Hyatt colleagues work in an environment that demands exceptional performance yet reaps great rewards. Whether it's career opportunities, job enrichment or a supportive work environment, if you are ready for this challenge, then we are ready for you. Responsibilities Participate in a can-do, guest-first environment among colleagues across the hotel. Ensure the safety and complete satisfaction of our guests, and ensure they are 100% recovered when challenges arise, by performing exceptional service recovery. Complete front desk agent check list, conferma emails, reservations made, tickets placed in HOTSOS and end of shifts reports. Check for follow- through and accuracy. Collaborate and communication with the housekeeping department. Key Performance Indicators ESR - Contribute to our Enrollment Success Rate. Enrollment goals are 30%. Guest Service, Check-In, Elite Customer Service & Staff Helpfulness Score should reflect 90% or higher. HOTSOS Ensuring all HOTSOS associate reports are reviewed and are accurate. Tickets should be fulfilled with a guest first mindset. Ensure all tickets are followed up with exceptional service recovery. Digital Response Times Ensure any room service orders that come through the front desk are address and places in under three minutes. This includes chat times. Requirements: Core Qualifications and Requirements: Experience: 2– 4 years of progressive front office with a preference for full-service/lifestyle hotel experience. Education: Associate or bachelor's degree in hospitality management or related field. Operational Knowledge: Deep understanding of front desk operations, guest services, and room inventory management. Attributes: Excellent communication, conflict resolution, and the ability to work a flexible schedule (weekends, holidays. Strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service, and service recovery. Systems: Colleague Advantage, Opera PMS, FSPMS, OnQ/Pep, or GXP - Prior Reserve experience is a plus. Compensation Competitive salary, commensurate with experience. Equal Employment Opportunity: Dreamscape is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. We are committed to providing reasonable accommodation to qualified individuals with disabilities to enable them to perform the essential functions of the job. This job description is not intended to be all-inclusive; additional details will be specified by the direct supervisor. The associate may also perform other reasonable business duties assigned by their direct supervisor. Dreamscape Hospitality reserves the right to change this job description, job responsibilities, duties, and working hours as needs prevail. Requirements Physical Requirements: Ability to stand, walk, and remain on feet for extended periods. Ability to lift and carry up to 5 pounds occasionally (consider adjustments based on specific needs). Visual and auditory ability to interact with guests, answer phones, and perform job duties safely. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Responsibilities

The Guest Services Representative acts as the primary face of the brand, responsible for delivering premium service through seamless check-in/check-out, guest communication, and handling inquiries while managing reservations and payments. Responsibilities also include ensuring guest satisfaction, performing service recovery when challenges arise, and collaborating with housekeeping.