Guest Services Coordinator- FT
Hyatt Hotels Corporation, California, MO, United States
Guest Relations Coordinator
The Guest Relations Coordinator at Carmel Valley Ranch assists in offering pre‑arrival assistance to all leisure guests, maximizing resort revenue by selling additional services and activities. This role supports the Guest Services Supervisor & Rooms Managers and works closely with the Front Desk team, Bell staff, 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.
Job Functions
Conduct pre‑arrival calls to VIPs and leisure guests to offer assistance with pre‑arrival planning.
Verifying any special needs/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.
Assists with coordinating in‑house and third‑party guest amenities.
Ensure quality and completeness of Incoming, lnhouse & departing reservations using checks and balances.
Integrating 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 as well as local events.
Remain well versed in executing the WOH loyalty program.
Remain well versed in all resort features including;
Guest suites and locations
Spa amenities and treatments
Golf course and golf amenities, services and classes
Tennis and tennis amenities, services and classes
River Ranch fitness and family activities, amenities, services and classes
Food and Beverage outlets, menus and special offerings
Remain well versed in resort policies, procedures and hours of operation for the various outlets.
Remain well versed in Carmel Valley Ranch packages, promotions, dynamic package items and specials.
Attempt to bring guest issues/complaints to a resolution, recognizing when it is necessary to forward calls to a manager / supervisor for further resolution.
Ensure confidentiality of hotel guests and members.
Ascertain guest inquiries and demonstrates resourcefulness in providing solutions.
Minimum of one ( 1) year experience in a customer service‑oriented position.
Requires prior experience handling high phone call volume.
Proficiency in reading, writing and speaking the English language.
Ability to perform basic arithmetic.
Warm and welcoming demeanor and exceptional phone etiquette.
Exceptional communication skills both written and verbal.
Ability to remain calm and courteous in demanding and difficult customer situations.
Ability to prioritize and organize work assignments.
Ability to learn and sell a wide range of resort offerings.
Computer proficiency in MS Office (Word and Excel.) Demonstrate proficient typing skills. Ability to work cohesively as part of a team.
Ability to thrive in a fast paced environment.
Ability to focus attention to detail.
Awareness and sensitivity to the concept of luxury and quality.
Ability to communicate in a second language.
Experience in hospitality industry in a similar position.
Experience with Reservations systems or programs such Opera
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The Guest Relations Coordinator at Carmel Valley Ranch assists in offering pre‑arrival assistance to all leisure guests, maximizing resort revenue by selling additional services and activities. This role supports the Guest Services Supervisor & Rooms Managers and works closely with the Front Desk team, Bell staff, 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.
Job Functions
Conduct pre‑arrival calls to VIPs and leisure guests to offer assistance with pre‑arrival planning.
Verifying any special needs/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.
Assists with coordinating in‑house and third‑party guest amenities.
Ensure quality and completeness of Incoming, lnhouse & departing reservations using checks and balances.
Integrating 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 as well as local events.
Remain well versed in executing the WOH loyalty program.
Remain well versed in all resort features including;
Guest suites and locations
Spa amenities and treatments
Golf course and golf amenities, services and classes
Tennis and tennis amenities, services and classes
River Ranch fitness and family activities, amenities, services and classes
Food and Beverage outlets, menus and special offerings
Remain well versed in resort policies, procedures and hours of operation for the various outlets.
Remain well versed in Carmel Valley Ranch packages, promotions, dynamic package items and specials.
Attempt to bring guest issues/complaints to a resolution, recognizing when it is necessary to forward calls to a manager / supervisor for further resolution.
Ensure confidentiality of hotel guests and members.
Ascertain guest inquiries and demonstrates resourcefulness in providing solutions.
Minimum of one ( 1) year experience in a customer service‑oriented position.
Requires prior experience handling high phone call volume.
Proficiency in reading, writing and speaking the English language.
Ability to perform basic arithmetic.
Warm and welcoming demeanor and exceptional phone etiquette.
Exceptional communication skills both written and verbal.
Ability to remain calm and courteous in demanding and difficult customer situations.
Ability to prioritize and organize work assignments.
Ability to learn and sell a wide range of resort offerings.
Computer proficiency in MS Office (Word and Excel.) Demonstrate proficient typing skills. Ability to work cohesively as part of a team.
Ability to thrive in a fast paced environment.
Ability to focus attention to detail.
Awareness and sensitivity to the concept of luxury and quality.
Ability to communicate in a second language.
Experience in hospitality industry in a similar position.
Experience with Reservations systems or programs such Opera
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