Assistant Manager - Guest Relations

Job description

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 Assistant Manager, you will be responsible for overseeing Guest Relations and ensuring the highest standards of customer service are met. You will build relationships by engaging with guests and focusing on the pre-arrival and arrival experience in accordance with Park Hyatt brand standards.

Some of the responsibilities include:

· Build relationships by engaging guests and by conducting authentic and personable conversations.
· To ensure all associates provide excellent service to both internal and external customers in other departments as appropriate.
· To efficiently and effectively handle and resolve or liaise with the Front Office Manager regarding all guest complaints and concerns in all areas of the Hotel.
· To assign duties and responsibilities to the Guest Relations Officers and assist them with their duties.
· To ensure that all VIP's and other guest rooms as necessary are checked prior to the arrival of the guest for 100% readiness.

Desired profile

Qualifications :

·  Previous work experience in guest relations or similar position within a five star hotel environment.
·  An outstanding ability to establish rapport and have personable and meaningful conversations with guests
·  Exceptional interpersonal and communication skills (with advanced proficiency of the English language) along with the ability to confidently interact with guests via telephone, email and in person
·  Excellent time management skills with a strong ability to multi-task
·  Superior customer service skills along with excellent service resolutions skills
·  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

Join us at Hyatt and make travel more human. Apply today and start your journey with a team that values Empathy, Integrity, Respect, Experimentation, Wellbeing and Inclusion. With Hyatt, you'll discover a career you didn't know existed.