Guest Assistant / Telephone Operator

Beschreibung:

At Grand Hyatt Barcelona, one of the city's newest luxury landmarks, we are looking for a service-driven and detail-oriented Guest Assistant / Telephone Operator to join our Front Office team.
As the welcoming voice of the hotel, this role is ideal for someone who thrives in a fast-paced, international environment and takes pride in creating positive first impressions. Every interaction you handle will reflect our commitment to personalized service, care, and excellence.

About the Role

As a Guest Assistant / Telephone Operator, you will be a key point of contact for our guests, managing internal and external communications with professionalism, warmth, and efficiency. You will support daily Front Office operations by ensuring that guest requests are handled accurately and promptly, contributing to a seamless and memorable guest experience.
This is an operational full-time position offered on a permanent contract, with rotating shifts according to hotel needs, including weekends and public holidays. You will work closely with Front Office, Reservations, Concierge, and other hotel departments.

Key Responsibilities

Guest Communication & Telephone Operations

* Act as the first point of contact for guests by handling all internal and external calls in a professional, friendly, and efficient manner
* Provide accurate information about hotel services, facilities, and operations, ensuring every guest feels welcomed and well cared for from the first interaction
* Route calls correctly and follow up when necessary to ensure guest satisfaction

Personalized Guest Service

* Deliver personalized assistance by understanding guest needs and offering solutions that enhance their stay
* Support guest requests and inquiries with ownership, attention to detail, and genuine care
* Contribute to a seamless and memorable guest journey before, during, and after the stay

Coordination & Internal Collaboration

* Build strong working relationships with internal departments and external partners, maintaining a collaborative approach at all times
* Communicate guest requests and relevant information clearly to ensure smooth operations across teams
* Support the Front Office team in daily operational needs

Systems, Accuracy & Confidentiality

* Maintain accuracy and confidentiality when handling guest information across systems (PMS, Reservations, Guest Requests)
* Ensure guest data is managed in compliance with privacy and data protection standards
* Stay informed and proactive by keeping up to date with hotel services, events, and promotions

Operational Support

* Provide support to the Front Office Management team with additional administrative or operational tasks as required
* Contribute to continuous service improvement initiatives and uphold Hyatt brand standards

Ihr Profil:

Qualifications & Requirements

* A genuine passion for hospitality and helping others
* Excellent communication skills and a natural ability to connect with people
* Fluency in English and Spanish is required; additional languages are a strong plus
* Previous experience in a customer service or Front Office role is an advantage
* Ability to adapt to a fast-paced environment with flexibility in scheduling
* Strong attention to detail, accuracy, and a proactive mindset
* Comfortable working with hotel systems (PMS, Reservations); experience with Opera is a plus

Care Connects Us - Do Our Values Speak to You?

At Hyatt, we care for people so they can be their best. Our values - Empathy, Integrity, Respect, Inclusion, Experimentation, and Wellbeing - guide how we work and how we care for our guests and colleagues every day.
Joining Hyatt means becoming part of a global family that celebrates diversity and encourages you to be your authentic self.

What You'll Love About Us

* Special Hyatt hotel rates for you, your family, and friends from day one
* Discounts at hotel restaurants and bars
* Employee restaurant offering nutritious and varied daily menus
* Access to a wellbeing platform focused on mental health and personal growth
* Continuous learning, development programs, and global career opportunities across Hyatt hotels worldwide

Be Part of Something GRAND

With more than 1,150 hotels in over 70 countries, Hyatt is recognized globally as a Great Place to Work. Our teams are a mosaic of cultures, perspectives, and talents - and your contribution truly matters.
Join the Grand Hyatt Barcelona team and become your best version