Guest Services Representative - Hyatt Regency at Villa Christina

Job Description

Job Description

Position Summary

At Hyatt Regency Atlanta Perimeter at Villa Christina, exceptional hospitality begins with exceptional people. As part of Maverick Hotels & Restaurants, we are redefining hospitality through innovation, collaboration, and our People First culture.

We are seeking a welcoming and service-focused Guest Services Representative who is committed to creating a positive guest experience through accurate Front Office service, responsive communication, and dependable support throughout each guest’s stay.

Our Mission

Create Exceptional Guest Experiences.

Provide prompt, courteous, and accurate Front Office service that supports guest satisfaction, efficient hotel operations, and a seamless arrival, stay, and departure experience.

Key Responsibilities

Deliver Exceptional Guest Service

• Execute prompt, courteous, and accurate guest check-in and check-out.
• Answer guest questions regarding hotel rooms, rates, services, and accommodations.
• Respond professionally to guest compliments, concerns, and complaints and take appropriate action within the scope of the role.
• Answer telephones, respond to requests, and ensure guest mail and messages are delivered promptly.
• Promote participation in guest loyalty programs and guest-satisfaction surveys.
• Maintain a clean, organized, and welcoming reception desk and lobby area.

Support Reservations and Room Operations

• Respond to guest reservation requests and coordinate with Reservation Services regarding suites, special accommodations, and other guest needs.
• Follow room inventory controls and communicate with other departments to ensure proper handling of individual guests and groups.
• Maintain room security through effective key control and established guest-security procedures.
• Provide access to guest safety deposit boxes in accordance with established procedures.
• Assist other Guest Services associates as needed, including bell, door, reservations, and concierge duties.

Maintain Accurate Financial Controls

• Follow established room inventory and monetary controls.
• Handle cash, make change, and accurately process accepted forms of payment.
• Maintain and balance an assigned house bank at the end of each shift.
• Accept and record vouchers, traveler’s checks, and other approved forms of payment in accordance with hotel procedures.

Contribute to Operational Excellence

• Complete assigned daily shift checklist tasks accurately and on time.
• Keep the immediate supervisor promptly and fully informed of significant guest, operational, or safety matters.
• Maintain safe working conditions within the department and hotel.
• Remain calm and alert during emergencies and periods of heavy hotel activity.
• Attend required meetings and follow established company policies, procedures, safety requirements, and applicable laws and regulations.
• Project a professional and favorable image of the hotel in all guest and public interactions.
• Perform other duties as assigned.

Collaborate Across the Hotel

• Communicate with other departments to support proper handling of guests and groups.
• Share pertinent guest requests, special accommodations, and service needs with the appropriate hotel teams.
• Work cooperatively with Guest Services colleagues and provide assistance in related Front Office functions when needed.

What You Bring

• One or more years of guest/customer service experience and/or one or more years of hotel experience preferred.
• High school diploma or equivalent.
• Basic mathematical skills and the ability to perform moderately complex calculations accurately.
• Ability to listen effectively and communicate clearly in English with guests and team members.
• Strong coordination skills and the ability to determine the appropriate time, place, and sequence of actions.
• Ability to analyze information, make effective judgments, and remain calm in a fast-paced environment.
• Positive interpersonal skills with focused attention to guest needs and varied business contacts.
• Ability to maintain a neat, clean, and well-groomed professional appearance.

Preferred

• A two-year or four-year college degree.
• Previous hotel experience.

Physical and Work Requirements

This position requires the ability to perform the essential functions of the role, with or without reasonable accommodation.

• Frequently move throughout the Front Office and hotel, including using stairs and remaining standing for extended periods.
• Use a computer keyboard, telephone, copier, and other standard office equipment with sufficient manual dexterity.
• Communicate effectively with guests, the public, and team members on a daily basis.
• Have sufficient hearing and visual ability to observe and respond to emergency situations and accurately use hotel computer systems.
• Occasionally stand, walk, sit, reach, climb stairs, and lift or move office products and supplies weighing up to 25 pounds.
• Perform work involving substantial repetitive motion of the wrists, hands, and fingers.
• Use required Personal Protective Equipment (PPE) when job duties present a potential health or safety risk.

Ready to Make an Impact?

If you are a hospitality professional who enjoys helping people, solving problems, and creating welcoming guest experiences, we would love to meet you.

Join Hyatt Regency Atlanta Perimeter at Villa Christina and help create memorable experiences for our guests, our associates, and our community.