Guest Service Agent

Job Title: Front Desk Agent 

Department: Front Office 

Reports to: Front Office Manager 

Shift: Varies

Location: Hyatt Centric Downtown Portland 

The PM Front Desk Agent is crucial in ensuring exceptional guest service during the late afternoon and evening hours. This position is responsible for welcoming and assisting guests with check-ins, and check-outs, and responding to their inquiries and requests. As an ambassador of the Hyatt Centric brand, the Front Desk Agent ensures that every guest's experience is personalized and memorable, from the moment they arrive until their departure. This role requires outstanding communication, attention to detail, and a genuine passion for hospitality.

Key Responsibilities:

Guest Services:

• Greeting and welcoming guests in a warm, friendly manner, ensuring they feel valued throughout their stay.
• Manage check-in and check-out procedures efficiently using Opera PMS, ensuring the accuracy of all guest information and billing.
• Respond to guest inquiries, requests, and complaints promptly and professionally, resolving issues or escalating when necessary.
• Provide information about hotel amenities, services, local attractions, and directions.
• Assist with room assignments, special requests, and upgrades as per hotel policies.

Operations:

• Accurately manage financial transactions, including posting charges, handling payments, and balancing the cash drawer at the end of the shift.
• Ensure proper communication with the next shift and other departments (housekeeping, maintenance, etc.) regarding guest requests, room statuses, and any operational needs.
• Keep the front desk area clean, organized, and stocked with all necessary materials (forms, brochures, etc.).
• Follow proper procedures for key control, lost and found, and security of guest information.

Guest Loyalty and Relations:

• Recognize and acknowledge Hyatt loyalty members (e.g., Explorist and Globalist) by offering personalized service and benefits.
• Enroll new members.
• Manage any loyalty program inquiries and ensure points, rewards, and upgrades are processed correctly.
• Assist with reservations, modifications, and cancellations when needed.

Team Collaboration:

• Communicate and coordinate effectively with other team members and departments to ensure a smooth guest experience.
• Support housekeeping, maintenance, and food and beverage teams by providing relevant information on guest needs or issues.
• Assist in training new Front Desk team members when necessary.

Qualifications:

• Education & Experience:
• High school diploma or equivalent required.
• Previous hotel or customer service experience is preferred but not required.
• Experience with Opera PMS or similar hotel management software is an advantage.

Skills & Competencies:

• Strong interpersonal and communication skills, both written and verbal.
• Ability to multi-task and stay organized in a fast-paced environment.
• Detail-oriented with strong problem-solving skills.
• Ability to work independently and as part of a team.
• Excellent time management and the ability to handle stressful situations with professionalism and patience.

Schedule: Evening shifts, typically from 3 PM to 11 PM. Weekend and holiday shifts may be required based on hotel occupancy.

Work Environment: Professional hotel environment, predominantly at the front desk area, with potential exposure to occasional high guest traffic during peak check-in times.

Hyatt Centric Brand Promise:

As part of the Hyatt Centric brand, our Front Desk Agents ensure that guests are explorers who feel inspired to discover the local area. Agents provide authentic and unique experiences to travelers, delivering thoughtful service that exceeds expectations.