Hyatt Guest Service Officer - Reservations in MUMBAI, India


Customer Service

§ Ensures the delivery of brand promise and provides exceptional guest service at all times.

§ Be familiar with the hotel’s products, services and policies.

§ Ensures positive interaction and brand contact with guest and colleagues.

§ Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

§ Provides excellent service to internal customers as appropriate.


§ Ensures that an organised and efficient filing system is implemented for the department.


§ Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented as and when directed.

§ Embraces all Touches of Hyatt and Rooms Top 20.

§ Reconfirms and guarantees reservations and operates systems in accordance with hotel standards of performance.

§ Develops and maintains a high level of communication with all major sources of business and advises the Front Office Manager with feedback where necessary.

§ Ensures the Front Office Manager is kept informed of all developments within the department.

§ Works closely with colleagues and other departments in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests

§ Demonstrates enthusiasm and act on own initiative and take responsibilityfor one’s own work and for the safety of others.

§ Manage time effectively and shows punctuality, completes all tasks on time, structures work activities in a systematic way.

Operational (Continued)

§ Adheres to pre-set availability and rate controls.

§ Ensures a high level of product knowledge of the hotel and local area.

§ Ensures a high level of Reservations is consistently maintained, whereby all details are accurately scanned and maintained.

§ Processes all reservation requests by phone, mail or fax, and Reserve system, promptly and accurately to established standards.

§ Ensures that the use of new technology and equipment is explored and implemented wherever appropriate.

§ Responds to changes in the Front Office and Sales and Marketing function as dictated by the industry, company and hotel.

§ Demonstrates detailed job knowledge, manual ability and technical expertise in his current role.

§ Fully conversant with all aspects of the Reservation System i.e. Reserve and Property Management System for e.g. Opera.

§ Checks daily arrivals and informs concerned personnel of any missing information.

§ Ensures all no shows and late cancellations are monitored and accurately charged.

§ Maintains stable performance under pressure and in stressful work situations.

§ Ensures professional, high quality work standards are met.

§ Adhere to the relevant task list for the current position


§ Maximises room sales and revenue.

§ Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling, billing and licensing are adhered to, including the timely and accurate reporting of financial information.


§ Supports the implementation of The People Brand, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.

§ Shows receptiveness to be managed and to constructive feedback. Co-operates willing to one’s own developmental needs and seeks opportunity to improve.

§ Encourages effective two way communication throughout the organization and shares relevant information with others.

Other Duties

§ Understands and strictly adheres to all Rules and Regulations established in the Employee Handbook and the hotel's policies including fire, hygiene, health, safety and security.

§ Acts consistently in accordance with clear ethics & values and maintains confidentiality.

§ Ensures high standards of personal presentation and grooming as per hotel grooming policy.

§ Attends and actively participates in training sessions,School of Hospitalitytraining sessions and meetings as and when required.

§ Exercises responsible behaviour at all times and positively representing the hotel and Hyatt International.

§ Carries out any other reasonable duties and responsibilities as assigned from time to time.

* Degree / Diploma in Hotel Management * Relative Work Experience

Primary Location: IN-MH-Mumbai
Organization: Hyatt Regency Mumbai
Job Level: Full-time
Job: Reservations
Req ID: MUM000598

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.