Guest Services Lead

About the role

At Hyatt, we believe our guests choose Hyatt because of our caring and attentive colleagues who are dedicated to providing efficient service and meaningful experiences. As a Guest Service Lead, you play a key role in creating a welcoming and memorable experience for our guests from arrival to departure. This position supports the daily operations of the Guest Services team, provides guidance and assistance to colleagues, and helps ensure service standards are consistently met. The Guest Service Lead serves as a resource for team members, assists with guest inquiries and concerns, coordinates daily activities, and works closely with other hotel departments to deliver exceptional guest experiences. This role requires strong communication, leadership, problem-solving skills, and the ability to maintain a positive and professional environment while supporting operational excellence. Hyatt colleagues work in an environment that demands exceptional performance while offering rewarding career opportunities, professional growth, and a supportive workplace culture. If you are passionate about hospitality, leadership, and creating memorable guest experiences, we look forward to welcoming you to our team.

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Responsibilities

• Support the daily operations of the Guest Services team
• Provide guidance and assistance to colleagues
• Help ensure service standards are consistently met
• Serve as a resource for team members
• Assist with guest inquiries and concerns
• Coordinate daily activities
• Work closely with other hotel departments to deliver exceptional guest experiences

Qualifications

• High school graduate or equivalent vocational training certificate
• Compute basic arithmetic
• Fluency in English both verbally and non‑verbally
• Provide legible communication and directions
• Valid NC Driver’s License
• Clean driving record, must have and maintain a clean record (no points on Driver's License)
• Ability to instill a calm, organized approach when interacting in stressful situations
• Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent data
• Foster and maintain strong, positive relationships with team members across departments through communication
• Perform job functions with attention to detail, speed and accuracy
• Prioritize and organize
• Follow directions thoroughly
• Understand guest’s service needs
• Work cohesively with co‑workers as part of a team
• Can lift up to 40 lbs.
• Able to stand for a long period of time
• Enthusiastically welcome guests, anticipate their needs and respond, however busy and whatever time of day
• Escort arriving guests, provide basic hotel information and orientations to the guestrooms, park and retrieve guest vehicles in an efficient and prompt manner

Benefits

• 12 free room nights after 90 days of service
• Discounted and Friends & Family Room Rates upon hire
• Medical, Prescription, Dental and Vision Insurance after 30 days of employment
• 401K with company match
• Paid Vacation, sick days, new child leave and personal day
• Paid Family Bonding Time (8 weeks, primary caregiver; 2 weeks, supportive caregiver) and Adoption Assistance
• Tuition Reimbursement
• 50% discount in Crossroads
• 20% discount in gift shop (exception: jewelry, UNC items, alcohol)
• Employee Stock Purchase Plan
• Discounts at various retailers – Apple, AT&T, Verizon, Headspace and many more

Pay

$14.50/hour w/daily tips

Schedule

Must be willing to work flexible schedule, including weekends and holidays as needed.