Front Desk Agent

Hyatt Place Houston Downtown; Houston (TX); On-site; USD 21,000 - 29,000; Full time

Job summary

Hyatt Place Houston Downtown is seeking a friendly Front Desk Agent to welcome guests, handle check-ins/outs, and assist with reservations. The role emphasizes professional communication, multitasking, and accuracy in all guest interactions.

The ideal candidate will deliver exceptional service in a fast-paced hotel environment, maintain a polished appearance, and support hotel operations while leveraging the World of Hyatt loyalty program.

Qualifications

• High school diploma or equivalent required.
• Front desk or customer service experience preferred.
• Opera Cloud or other hotel PMS experience is a plus.
• Excellent verbal and written communication skills.
• Strong problem-solving and organizational abilities.
• Ability to multitask and stay calm under pressure.
• Professional appearance and positive attitude.
• Ability to work independently and as part of a team.
• Flexible schedule including mornings, evenings, weekends, and holidays.

Responsibilities

• Greet and welcome guests in a warm, professional manner.
• Check-in and check-out guests efficiently and accurately.
• Manage reservations, room assignments, and guest requests in the PMS.
• Answer incoming calls and respond to inquiries promptly.
• Provide information on hotel amenities, local attractions, and dining options.
• Address guest concerns professionally to ensure satisfaction.
• Recognize World of Hyatt members and apply loyalty benefits.
• Maintain a clean, welcoming front desk and lobby area.
• Process payments, deposits, and refunds per hotel policies.
• Balance assigned cash drawers and ensure accurate guest accounts.
• Coordinate with housekeeping and other hotel departments as needed.
• Complete daily checklists and shift reports.
• Perform additional duties as assigned by management.

Skills

Verbal & written communication

Customer service

Multitasking

Problem solving

Organizational skills

Computer skills

Microsoft Office

Professional appearance

Teamwork

Dependability & punctuality

Flexible schedule

Education

High school diploma or equivalent

Tools

Opera Cloud

Job description

Position Summary

Hyatt Place Houston Downtown is seeking a friendly, energetic, and customer-focused Front Desk Agent to join our hospitality team.

As a Front Desk Agent, you will be the first point of contact for our guests and play a vital role in creating a welcoming and memorable hotel experience. The ideal candidate is professional, dependable, detail-oriented, and passionate about delivering exceptional guest service.

This position requires excellent communication skills, the ability to multitask in a fast-paced environment, and a positive attitude.

Key Responsibilities

Guest Services & Front Desk Operations

• Greet and welcome all guests in a warm, friendly, and professional manner.
• Perform guest check-ins and check-outs efficiently and accurately.
• Manage reservations, room assignments, and guest requests using the hotel's property management system.
• Answer incoming telephone calls and respond to guest inquiries promptly.
• Provide information regarding hotel amenities, services, local attractions, restaurants, and transportation.
• Address guest concerns and complaints professionally, ensuring timely resolution and guest satisfaction.
• Recognize World of Hyatt members and provide appropriate loyalty program benefits.
• Maintain a clean, organized, and welcoming front desk and lobby environment.

Reservations & Financial Transactions

• Process guest payments, credit card authorizations, deposits, and refunds according to hotel policies.
• Maintain accurate guest accounts and billing information.
• Handle cash transactions and balance assigned cash drawers.
• Assist with reservation modifications, cancellations, and special requests.
• Ensure accuracy when posting charges and completing daily financial transactions.

Hotel Operations & Teamwork

• Communicate effectively with housekeeping, maintenance, management, and other hotel departments.
• Monitor room availability and coordinate room readiness.
• Respond promptly to guest requests for additional amenities or assistance.
• Follow all hotel safety, security, and emergency procedures.
• Maintain guest confidentiality and protect sensitive information.
• Assist with breakfast, food and beverage, and other operational duties as needed.
• Complete daily checklists, shift reports, and other assigned tasks.
• Perform additional duties as assigned by management.

Qualifications & Requirements

• High school diploma or equivalent required.
• Previous hotel front desk or customer service experience preferred.
• Experience with Opera Cloud or another hotel property management system is a plus.
• Excellent verbal and written communication skills.
• Strong problem-solving and organizational abilities.
• Ability to multitask and remain calm under pressure.
• Basic computer skills and familiarity with Microsoft Office.
• Professional appearance and positive attitude.
• Ability to work independently and as part of a team.
• Must be dependable, punctual, and committed to providing outstanding guest service.
• Ability to work a flexible schedule, including mornings, evenings, weekends, and holidays.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to lift, carry, or move items weighing up to 25 pounds, with or without reasonable accommodation.
• Ability to perform essential job duties in a fast-paced hotel environment.

What We Are Looking For

• Hospitality: A genuine passion for helping others and creating exceptional guest experiences.
• Professionalism: A positive attitude and commitment to Hyatt's service standards.
• Teamwork: A willingness to support coworkers and contribute to hotel success.
• Accountability: Dependability, honesty, and attention to detail.
• Flexibility: The ability to adapt to changing guest needs and operational demands.

Hyatt Place Houston Downtown is an equal opportunity employer. We consider qualified applicants without regard to protected characteristics in accordance with applicable law.