Job Summary

The Front Desk Agent is responsible for the guest’s experience at the beginning and end of their stay by performing check-in/out and interaction with guests and the general public by phone and in person.

Essential Duties and Responsibilities

• Provides professional and courteous guest service at all times
• Greets arriving guests
• Answer telephone calls courteously and efficiently
• Professionally and diplomatically handles guest complaints
• Responds to inquiries regarding hotel services, guest registration, local shopping, dining, entertainment, and travel directions
• Generates, confirms, cancels, and changes guest reservations
• Keeps records of room availability and guest’s accounts, charging out high balances
• Assists arriving and departing guests with luggage
• Computes bills, receives payments, and makes change for guests
• Provides both alcoholic and non alcoholic drinks to guests based on the Hyatt Place standards
• Occasionally may be required to drive the hotel shuttle
• Promotes any current hotel and franchise marketing programs
• Additional Duties
• Transmits and receives messages through telephone, facsimile, and switchboard
• Maintains wake-up call service
• Posts ancillary charges to guest folios (food, room, telephone)
• Maintains clean and neat work and storage space
• Assists with appropriate storage of guest property
• Attends monthly department meeting
• Completes projects as determined by Front Office Supervisorsr
• Participates in ongoing education and training of Franchise and Hotel Management Company

Essential Behavior Requirements

• Customer Service:Displays a professional sense of urgency when communicating and interacting with customers, coworkers, and the public in a way that exceeds the customer’s wants and needs. Identifies opportunities to improve and deliver additional value to customer’s experience by presenting creative solutions and innovative ideas.
• Communication:Actively listens to customers, coworkers, and the public (viewing the situation from the customer’s perspective) and works together to solve the problem through effective communication.
• Problem Solving:Ability to recognize and define problems; analyze relevant information; encourage alternative solutions and plans to resolve situations; seeks additional assistance when needed.
• Quality:Work “product or service” is free of errors and exceeds customer expectations.

Minimum Qualifications

• Education or Experience -High school diploma or GED equivalent; no prior experience is required.
• Language Skills-Must have developed language skills to the point to be able to: read and comprehend instructions, safety rules, and memos. Speak clearly, distinctly, and with confidence using appropriate pauses, emphasis, correct English, and punctuation. Spanish is a plus.
• Mathematical Skills -Requires mathematical development sufficient to be able to: add, subtract, multiply, and divide all units of measure.
• Reasoning Ability -Must have developed reasoning skills to be able to: apply common sense and understanding to carry out instructions in written, oral, or diagram form. Ability to professionally deal with problems in standardized situations.
• Flexibility -Ability to work both AM and PM shifts.

Physical Requirements

• Ability to pass physical exam, drug test, and background check
• Requires walking and standing to a significant degree, reaching, handling, lifting, talking, hearing and seeing
• Lifting up to 50 lbs. maximum with frequent lifting and/or carrying or transporting of objects weighing up to 25 lbs.
• Primarily inside environmental conditions

Job Type: Full-time

Pay: $14.00 - $16.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Night shift
• Weekends as needed

Work setting:

• In-person

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel Experience: 1 year (Required)
• Front Desk: 1 year (Preferred)

Work Location: In person