Description

Summary

Role

The Guest Experience Assistant Manager shall strive to provide exceptional service to both internal and external guests at all times. S/he will be responsible to assist in providing leadership, guidance and support to the Rooms Division in the areas of guest service, training, scheduling and performance management for the overall successful day-to-day operations. This position is fully committed to ensuring that all procedures are performed to the department and company standards and serve as an ambassador for the hotel. This highly visible role provides the opportunity for casual conversation and has a direct impact on creating the guest experience. The right individual must be professional and engaging, have good excellent skills, a pleasant attitude and excellent phone demeanor.

The Guest Experience Assistant Manager is responsible for creating an exceptional guest experience by:

• Be an expert and demonstrate knowledge of all services/features, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status, scheduled in-house group activities to anticipate and respond to guest inquiries promptly and accurately
• Instills a calm, organized approach when interacting in stressful situations
• Approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction
• 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 all departments through communication and regular face-to-face interaction
• Assist management to train and successfully support and manage the talent of all new and existing team members
• Follow up on VIP arrival rooms and amenities, ensuring special requests are fulfilled and guests receive a personalized experience.
• Ensure all guests receive prompt, professional, and courteous service, creating positive and memorable experiences.
• Communicate and coordinate with other departments (e.g. housekeeping, engineering) to ensure seamless operations.
• Guide and empower the team to ensure heightened engagement with our guests
• Assist the Front Office team with arrivals, check-ins, and departures seamlessly.
• Detailed communication both internally and externally
• Ability to look ahead and prioritize the guests by their needs and notes
• Surveys - research low scores, track issues, manage overdue/open alerts
• Manage profile notes and stay comments

The Hotel

Situated on 300 acres of historic ranch land, our family-friendly resort provides ample space for relaxation, play, and reconnection for our valued guests. With a five-acre water park, biking and nature trails, 27-hole golf course, tennis, volleyball, and a luxurious spa, our resort offers a diverse range of amenities and activities. Join us in continuing our tradition of top-notch Texas hospitality!

At Hyatt, we believe in the power of belonging and creating a culture of care, where our colleagues become family. Since 1957, our colleagues have been at the heart of our business and helped Hyatt become one of the world's best and fastest-growing hospitality brands. As we continue to grow, we never lose sight of what's most important: People. We turn trips into journeys, encounters into experiences, and jobs into careers.

Qualifications

• A true desire to satisfy the needs of others in a fast-paced environment.
• Refined verbal and written communication skills.
• Experience and thorough understanding of guest services
• 1+ years of experience in Front Office Management
• Open availability to work a flexible schedule, including weekends and holidays

Benefits & Perks

• Enjoy free meals in our colleague cafe
• Discounted & Complimentary Hotel Room Nights
• Medical Dental and Vision Insurance (Full-time colleagues)
• Retirement savings plan
• Excellent training and professional development
• Opportunities to work around the world with Hyatt Hotels and Resorts
• Tuition reimbursement, up to $1,000 a year!

About The Hiring Process

We are excited that you have chosen to express interest in joining Hyatt Hotels and Resorts. We will be sure to take a look at your application and get back to you within a week of your submission. Thank you for your patience while we do so.

Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.

Proof of eligibility to work in the United States is required, as well as a completed background check.