Guest Services Coordinator- FT
Hyatt Hotels Corporation, California, MO, United States
Guest Relations Coordinator
The Guest Relations Coordinator assists in offering pre‑arrival assistance to all leisure guests of Carmel Valley Ranch, providing personalized and attentive service while maximizing resort revenue by selling additional services and activities. The role supports the Guest Services Supervisor & Rooms Manager, working closely with the Front Desk, Bell, In‑room dining, Housekeeping, Spa Aiyana, Lodge Restaurant, and other teams to ensure all areas are aware of relevant guest requests/preferences, allergies, hot‑buttons, etc.
Responsibilities
Conduct pre‑arrival calls to VIPs and leisure guests to offer assistance with pre‑arrival planning.
Verify any special needs or requests.
Answer incoming reservation calls and handle inquiries in accordance with Forbes standards.
Sell the property, rooms, and activities including Spa, Golf, Tennis, Recreation, River Ranch, and Food and Beverage.
Coordinate reservations with outside vendors and restaurants.
Assist with coordinating in‑house and third‑party guest amenities.
Ensure quality and completeness of incoming, in‑house, and departing reservations using checks and balances.
Integrate information from SpaSoft, OpenTable, and all info received by team members into PMS Guest Profile to build our guest database.
Remain knowledgeable of Carmel Valley Ranch special events and local events.
Execute the WOH loyalty program.
Master resort features: guest suites, Spa treatments, Golf and Tennis amenities, River Ranch activities, Food and Beverage outlets, and all resort policies, procedures and hours of operation.
Resolve guest issues or forward calls to a manager/supervisor when necessary.
Maintain confidentiality of hotel guests and members.
Provide resourceful solutions to guest inquiries.
Qualifications
Minimum of one (1) year experience in a customer service‑oriented position.
Prior experience handling high phone call volume.
Proficiency in reading, writing, and speaking English.
Basic arithmetic skills.
Warm and welcoming demeanor with exceptional phone etiquette.
Exceptional written and verbal communication skills.
Ability to remain calm and courteous in demanding customer situations.
Strong prioritization and organization skills.
Ability to learn and sell a wide range of resort offerings.
Computer proficiency in MS Office (Word, Excel) and proficient typing skills.
Team‑player mindset, thriving in a fast‑paced environment.
Attention to detail.
Awareness and sensitivity to luxury and quality concept.
Ability to communicate in a second language.
Relevant experience in hospitality industry in a similar position.
Experience with reservation systems such as Opera.
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The Guest Relations Coordinator assists in offering pre‑arrival assistance to all leisure guests of Carmel Valley Ranch, providing personalized and attentive service while maximizing resort revenue by selling additional services and activities. The role supports the Guest Services Supervisor & Rooms Manager, working closely with the Front Desk, Bell, In‑room dining, Housekeeping, Spa Aiyana, Lodge Restaurant, and other teams to ensure all areas are aware of relevant guest requests/preferences, allergies, hot‑buttons, etc.
Responsibilities
Conduct pre‑arrival calls to VIPs and leisure guests to offer assistance with pre‑arrival planning.
Verify any special needs or requests.
Answer incoming reservation calls and handle inquiries in accordance with Forbes standards.
Sell the property, rooms, and activities including Spa, Golf, Tennis, Recreation, River Ranch, and Food and Beverage.
Coordinate reservations with outside vendors and restaurants.
Assist with coordinating in‑house and third‑party guest amenities.
Ensure quality and completeness of incoming, in‑house, and departing reservations using checks and balances.
Integrate information from SpaSoft, OpenTable, and all info received by team members into PMS Guest Profile to build our guest database.
Remain knowledgeable of Carmel Valley Ranch special events and local events.
Execute the WOH loyalty program.
Master resort features: guest suites, Spa treatments, Golf and Tennis amenities, River Ranch activities, Food and Beverage outlets, and all resort policies, procedures and hours of operation.
Resolve guest issues or forward calls to a manager/supervisor when necessary.
Maintain confidentiality of hotel guests and members.
Provide resourceful solutions to guest inquiries.
Qualifications
Minimum of one (1) year experience in a customer service‑oriented position.
Prior experience handling high phone call volume.
Proficiency in reading, writing, and speaking English.
Basic arithmetic skills.
Warm and welcoming demeanor with exceptional phone etiquette.
Exceptional written and verbal communication skills.
Ability to remain calm and courteous in demanding customer situations.
Strong prioritization and organization skills.
Ability to learn and sell a wide range of resort offerings.
Computer proficiency in MS Office (Word, Excel) and proficient typing skills.
Team‑player mindset, thriving in a fast‑paced environment.
Attention to detail.
Awareness and sensitivity to luxury and quality concept.
Ability to communicate in a second language.
Relevant experience in hospitality industry in a similar position.
Experience with reservation systems such as Opera.
#J-18808-Ljbffr