Front Desk Agent

Position Purpose

The Front Desk Agent is responsible for assisting guests with check-in and check-out, answering and processing all phone calls received, and handling all special requests for services or information in accordance with standard policies and procedures.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Understands and abides by all safety protocols.
• Willingly embrace last‑minute changes in direction and unexpected changes in operational plan.
• Performs other duties as assigned.
• Resolve guest complaints, ensuring guest satisfaction.
• Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Maintain complete knowledge at all times of: all hotel features and services, hours of operation, all room rates, special packages and promotions, daily house count and expected arrivals/departures, and scheduled daily group activities.
• Obtain assigned bank and ensure accuracy of contracted monies; keep bank secure at all times.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Process all guest check‑ins.
• Verify registration card information with the guest.
• Obtain backup information for guest credit/payment method and input into system; collect cash when designated.
• Direct bell person to escort guest and transport their luggage to the room.
• Handle over‑booked or walk‑in guests.
• Accept and record wake‑up call requests.
• Monitor, send and distribute guest faxes.
• Communicate pertinent guest information to designated departments/personnel.
• Resolve discrepancies on the room status report with housekeeping; match bucket check to in‑house guest ledger report and report discrepancies to manager.
• Process all check‑outs, adjustment vouchers, paid‑outs, correction vouchers, miscellaneous charges.
• Report accidents, injuries and unsafe work conditions to manager.
• Monitor and maintain cleanliness, sanitation and organization of assigned work area.
• Maintain proprietary information, protect company assets, protect privacy and security of guests and coworkers.
• Comply with quality assurance expectations and standards.

Any combination of education, training or experience that provides the required knowledge, skills, and abilities.

None required.

This position is located 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.