Guest Service Agent - $29.84

Dream Downtown seeks an enthusiastic professional to join our Front Office team as a Guest Service Agent. This role focuses on providing efficient service and meaningful experiences, nurturing curiosity, and building connections with guests and colleagues across the hotel. This position reports to the hotel’s Director of Front Office.

Who We Are

The moment you enter the lobby of Dream Downtown, you leave the realm of the everyday. Surrounded by opulent bespoke furnishings and porthole windows inspired by grand ocean liners, our luxury boutique hotel in Chelsea offers superlative service and creative verve in the heart of New York City’s Meatpacking District. At Hyatt, we believe in the power of belonging and creating a culture of care, where colleagues become family. Since 1957, our transformative growth has opened doors for exciting career opportunities while keeping people at the heart of everything we do.

About the Role

The Guest Service Agent - Overnight is responsible for providing attentive, courteous, and efficient service to all guests throughout their stay. As the champion of the check-in process, you will often be the guest’s first and last impression of the hotel. This role involves responding quickly to guest requests or complaints in a friendly manner and ensuring appropriate action is taken to guarantee guest satisfaction.

Responsibilities

• Be the expert for guests about hotel services, facilities, hours of operation, and the surrounding area.
• Ensure logging and delivery of packages, mail, and messages to guests and meeting rooms.
• Review Front Office log and Trace File daily.
• Follow all cash handling and credit policies.
• Be knowledgeable of all rates, packages, special promotions, in-house groups, and hotel inventory.
• Have knowledge of emergency procedures and assist as needed.

Qualifications

• High School diploma or equivalent required.
• Computer experience required; customer service experience preferred.
• Ability to work a flexible schedule including AM, PM, weekends, holidays, and potentially overnight.
• 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.
• Effectively communicate verbally and in writing with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
• Effective listening skills to understand and clarify concerns raised by employees and guests.
• Ability to multitask and prioritize departmental functions to meet deadlines.
• Maintain high standards of personal appearance and grooming, including wearing the proper uniform.
• Effectively handle problems, including anticipating, preventing, identifying, and solving issues as necessary.
• Maintain confidentiality of information.

• Preferred: College coursework in a related field.
• Preferred: Experience in a hotel or related field.

Benefits

• Annual allotment of free hotel stays at Hyatt hotels globally.
• Paid Time Off.
• Medical, Dental, and Vision Insurance Packages.
• Retirement Savings Plan (401K) with company match.
• Work-life benefits including well-being initiatives such as a complimentary Headspace subscription and local discounts.
• Global family assistance policy with paid time off following the birth or adoption of a child, as well as financial assistance for adoption.

Pay

$29.84 per hour.