Guest Relations Officer

2 weeks ago

Melbourne, Australia Park Hyatt Melbourne Full time

Summary

**Care Connects Us**

At Hyatt, we believe in making people feel at home wherever they are in the world. We turn jobs into careers, encounters into experiences, and trips into journeys.

Join a team that is making travel more human, connected, and sustainable. Here, everyone's role matters, and your individuality is celebrated.

**About Park Hyatt Melbourne**:
Located in the heart of the city, Park Hyatt Melbourne offers sophisticated luxury and exceptional personalised service. With beautifully appointed rooms, extensive event spaces, curated experiences, fine arts, dining and wellness, we create unforgettable experiences for our guests.

**Benefits of working with us**:

- Leading global hotel brand with career advancement opportunities
- Complimentary and discounted accommodation at more than 1000 Hyatt properties worldwide for you and your loved ones.
- Complimentary duty meals whilst on shift
- Discounted food & beverage and park club health & day spa treatments
- Discounted onsite car parking
- Employee assistance program - benefit from free, immediate and confidential support for any work, health or life concern
- Generous paid time off and holiday policies including paid parental leave and wellbeing leave
- 10% discount with NIB Health insurance

**About the Role**

As the Guest Relations Officer, you will be responsible for ensuring the highest standards of customer service are met by ensuring the smooth operations of the lobby and focusing on the pre-arrival and arrival experience of guests.

**Some of the responsibilities include**:

- Conducting pre-arrival phone calls to commence their arrival experience and to ensure the guests needs are met prior to their arrival
- Meeting, greeting and speaking with guests upon their arrival and throughout their stay
- Building relationships with regular guests, long stay guests and VIP guests
- Following up and acting on all guest requests made directly and indirectly
- Working cohesively with all other departments to ensure all necessary information is communicated in order for guests experience to be as smooth and efficient as possible

**Qualifications**:

- Previous work experience in front office or similar position within a five-star hotel environment.
- An ability to establish rapport and have personable and meaningful conversations with guests
- The capability of working both autonomously and as part of a team
- The ability to work well under pressure and possess a great attention to detail
- The ability to create a positive first impression with an understanding of the importance of five star grooming standards
- The flexibility to work on a rotating roster, including weekends and public holidays

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