Tour and Gifting Receptionist in Coconut Plantation Resort at Hyatt Residence Club

Date Posted: 5/26/2021

Job Snapshot

Job Description

Position Summary:

At Hyatt Residence Club, the Tour and Gifting Receptionist is responsible for providing a high level of customer service to guest within the sales center. The Tour and Gifting Receptionist will have engagement with guest constantly and is responsible for providing an efficient guest experience. To provide superior assistance to all guests and assist with information on local attractions and other destinations.  Maintain a collaborative working relationship with all HVO associates, Hotel & Resort Staff and other tourist industry affiliate employees.

PRIMARY RESPONSIBILITIES- Which do not include additional tasks as assigned by your manager subject to our business needs

Responsibilities and Duties

  • Check in schedule tour and sales presentations
  • Managing tour information with accuracy
  • Closing out tour and daily verification audits
  • Set up light snack area and coffee bar to include light cleaning
  • Answering guest questions in person and via phone calls
  • Assist and provide guest service to all guests by processing their gifts.
  • Handle gift certificates printing from RCC
  • Process all in the POS system.  Verify all paperwork is filled out correctly and signed by guest
  • Verify that cash refunds must be approved by manager, when good faith deposits are given
  • Verify that at the end of shift Report and all cash should be placed in the associate’s Drop Bag and deposited into the drop safe
  • Make sure that each transaction, the following documentation is required to be included in the daily drop: any cash received, daily end of shift report, regardless if there is nothing to be dropped or requested.
  • Verify that all drops are made on the date of the actual transaction
  • Open the bank verifies the premiums with the beginning balance.
  • Keep accurate records of the gifts and cash also known as premiums and tour incentives to the guest.
  • Full knowledge of all gift packages.
  • Enter premium activities on the POS system daily.
  • Balance the bank at the end of shift and run the premiums report.
  • Complete all closing paperwork at the end of the shift.
  • Report any bank overage/shortage.
  • Answers incoming calls
  • Balance manifest reports
  • Complete monthly audit for premiums.
  • Able to handle multiple tasks in a fast-paced environment
  • Ability to work a flexible schedule

COMPETENCIES – To perform the job successfully, an individual should demonstrate the following competencies:

WORK STANDARDS – Setting high standards of performance for self; assuming responsibilities and accountability for successfully completing assignments.  Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality; Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives.

BUILDING CUSTOMER LOYALTY – Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty; meets commitments

TEAMWORK/COLLABORATION – Actively participating as a member of a team to move the team toward the completion of goals; Shares expertise with others; Exhibits objectivity and openness to other’s views; Gives and welcomes feedback; Contributes to building a positive team spirit; Supports everyone’s efforts to succeed; Listens to others without interrupting; Keeps emotions under control; and /remains open to others’ ideas.

JUDGEMENT/DECISION MAKING – Identifying and understanding issues, problems and opportunities; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints and probable consequences.

ADAPTABILITY – Maintaining effectiveness when experiencing major changes in work tasks or the work environment; adjusting effectively to work within new work structures, processes, requirements or cultures; Changes approach or method to best fit the situation.

ETHICS AND INTEGRITY – Maintaining and promoting social, ethical and organizational norms in conducting internal and external business activities; Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

CONTINUOUS LEARNING – Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application.  Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills

STRESS TOLERANCE – Maintaining stable performance under pressure; handling stress in a manner that is acceptable to others and to the organization.

OPTIMISM – Consistently taking ownership of and a positive and confident approach to goals and tasks at hand; sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence.

ORAL COMMUNICATION/WRITTEN COMMUNICATION – Listens and gets clarification; Responds well to questions; Participates in meetings; Able to read and interpret written information.

DIVERSITY – Shows respect and sensitivity for cultural differences; promotes a harassment-free environment.

PROFESSIONALISM – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for their own actions; Follows through on commitments.

SAFETY AND SECURITY – Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.

ATTENDANCE/PUNCTUALITY – Is consistently at work and on time; Arrives at meetings and appointments on time.

CASH/CREDIT CARD HANDLING – Accurately maintains cash drawer and makes daily/nightly (dependent on shifts) deposits for all transactions

PRIVACY AND SECURITY OF INFORMATION – Ensures that all guest and company information is secure – this is inclusive of but not limited to daily/nightly deposits.

WORKING RELATIONSHIPS - Reports to: Marketing Manager


  • The ability to stand to 8 hours per day.
  • Working Conditions, Hazards and Physical Demands – The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
  • While performing the duties of the job, the employee is regularly required to talk or hear.  The employee is frequently required to stand; sit and use hands to finder, handle or feel.  The employee is occasionally required to reach with hands and arms.  The employee must occasionally lift and/or move up to 15 pounds.  Specific vision abilities required by this job include close vision, distance vision and peripheral vision.
  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


  • Customer service focus
  • Computer literacy
  • Ethics and Integrity
  • Attendance/Punctuality
  • Adaptability/ Flexibility
  • Teamwork/Collaboration

Key competencies include: customer service orientation, ability to multi task and work in an evolving environment.

Hyatt Residence Club is an equal opportunity employer committed to employing a diverse workforce and sustaining an inclusive culture.


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