Front Office Agent

Front Office Agent

Job Purpose:

To warmly welcome and assist guests with exceptional service, ensuring seamless check-ins and check-outs, and providing valuable local insights to enhance their overall experience at The Standard.

• Welcome guests in a friendly, prompt and professional manner.
• Perform check-in and check-out procedures using Opera, obtaining guest information and ensuring correct room type and rate.
• Register guests, issue room keys, provide information on hotel services and room location, and answer phones courteously.
• Up-sell rooms where possible to maximize hotel revenue.
• Accurately process all cash and credit card transactions in accordance with established procedures, including posting all charges and completing cashier reports.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Coordinate room statuses with housekeeping for timely check-ins and check-outs, informing them of early arrivals or rush rooms.
• Cooperate with bellmen for luggage delivery and guest requests.
• Coordinate transportation to and from the airport.
• Review the logbook and comments/complaints book at the beginning of the shift and add important information throughout the shift.
• Review all planned arrivals and departures in Opera and note estimated times.
• Coordinate room changes or moves.
• Inform guests of any visitors.
• Provide guest recommendations for dining, shopping, and other requests, offering thorough knowledge of the area.
• Confirm lunch or dinner reservations with internal and external restaurants when requested.
• Ensure supplies in the amenity drawer are stocked and organized.
• Ensure lobby lighting is appropriate.
• Takes reservations when the reservations department is not available or when reserved in person.
• Maintain a cashier bank, print ledgers, and close cashier at end of shift.
• Respond appropriately to guest complaints and perform service recovery gestures to ensure total guest satisfaction.
• Book reservations for individuals or groups by phone or in-house, processing cancellations, revisions and updates.
• Communicate important shift information to the next shift.
• Promote teamwork and quality service through daily communications and coordination with other departments.
• Maintain a courteous and professional manner at all times.
• Have thorough knowledge of hotel property and services.
• Ensure privacy and confidentiality for all hotel guests.

• Ability to read, comprehend, and carry out instructions, preferably bilingually.
• 1‑3 months of prior experience in a similar position.
• Ability to apply common sense understanding to carry out detailed instructions.
• Ability to perform operations using U.S. currency, weight, volume, and distance measurements.
• Strong organizational skills.
• Open availability required.
• Experience in a high‑volume, high‑end hotel is recommended but not required.

• Frequently standing while working at the front desk.
• Carrying or lifting items weighing up to 50 pounds.
• Use a keyboard to operate property management and reservations systems.
• Fluent in English.
• Organizational skills for multitasking and prioritizing tasks.
• Adhere to uniform, grooming, and personal hygiene standards.
• Adhere to posted schedule and attendance at mandatory meetings.
• Personal comportment in line with Standard policies and expectations.
• Guest‑service oriented, strong interpersonal and communication skills.

• Pay Rate: $25.13 per hour.
• Excellent and affordable health care coverage.
• Life, Disability, and Pet Insurance.
• 401(k).
• 160 hours of paid time off per year and company‑recognized holidays.
• Employee discounts on rooms, F&B, retail, and the Standard Marketplace.
• Employee meals and referral program.
• Commuter discounts.
• Regular fun staff events and celebrations.

This position is at a location where Hyatt is not the employer. The employer of individuals working at this hotel may be a third‑party management company that is responsible for all employment benefits and obligations at this location.