Front Desk Agent

Hyatt Centric; Nashville (TN); On-site; USD 20,664 - 27,552; Full time

Job summary

Hyatt Centric Nashville is seeking a courteous Front Desk Agent to greet guests, check them in, and ensure a smooth arrival experience. You will handle payments, input guest information, answer phones, and coordinate with housekeeping and bell staff to meet the hotel's high standards.

The role requires excellent English, strong math skills, and the ability to stay composed during busy periods. Ideal candidates have hospitality exposure or training and can work on-site in Nashville.

Qualifications

• High school diploma or equivalent required or preferred.
• Ability to read, listen, and communicate effectively in English.
• Proficiency with standard computer systems and front desk software.

Responsibilities

• Greet guests warmly and check them in/out using the computer system; assist with room selection and keys.
• Process credit card authorizations, handle cash, and balance the house bank.
• Answer phones promptly in English, relay messages, and assist guests with requests.
• Resolve guest concerns and escalate issues to maintain service quality.
• Maintain front desk area, assist bell/pbx teams, and support guest flow.
• Provide safety guidance and adhere to hotel policies during emergencies.

Skills

Calculator skills

Customer service

Mobility & standing

English communication

Computer proficiency

Education

High School Diploma or equivalent

Hospitality experience preferred

Additional language skills preferred

Job description

Summary

Organization - Hyatt Centric Nashville

Job Overview: Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay to meet Thompson Nashville's high standards of quality.

Reports to: Director of Front Office, Front Office Manager, Assistant Front Office Managers

Key Relationships

• Internal: Bell and Door Staff, Concierge, Reservations/PBX, Housekeeping, Sales, Catering
• External: Hotel guests/visitors, other hotel personnel, and vendors/suppliers

Qualifications / Skills

Essential:

• Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
• Ability to stand and move throughout front office and continuously perform essential job functions.
• Ability to read, listen, and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.
• Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge, skills and abilities.
• Individuals are required to meet the minimum bonding standards.
• All employees must maintain a neat, clean, and well-groomed appearance (specific standards available).

Desirable:

• High school diploma preferred.
• Prior hospitality experience preferred.
• Applicants with additional language skills preferred.

Physical Abilities

• Inside with protection from weather but not necessarily changes in temperature.
• Confined work area with considerable traffic, frequent interruptions, and noise from telephones, voices, and office machines.
• Periods of standing exceeding 90 % of work shift are required.
• Physical activities include standing, talking, hearing, seeing, sitting, lifting, carrying, pushing, pulling, stooping, kneeling, reaching, handling, fingering, and bending.
• Considerable repetitive motion of hands and wrists as relates to the use of computer keyboards is possible.

Essential Job Functions

• Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action, and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Requires continual standing and movement throughout front office area.
• Verify and accurately imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and accurately record vouchers, traveler’s checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
• Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
• Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
• Regular attendance in conformance with the standards, which may be established by Thompson Nashville from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
• Upon employment, all employees are required to fully comply with Thompson Nashville's rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.
• In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.
• Summon front service/bell assistance to escort guests to their rooms as appropriate.
• Provide safe deposit boxes for guest by escorting them to the vault pulling the box from the vault and carrying it to the customer. File access slips in alphabetical order. Place remarks on room folio indicating occupation of single, double beds.
• Operate facsimile machine to send, receive, and log incoming transmissions. When possible, hand-deliver incoming faxes using the message function of the computer.
• Use the photocopier to make copies of items as required.
• File registration cards in room number order.
• Retrieve registration cards from the files for each check out.
• Provide instruction and/or guidance for guest and employee safety in fire or other emergency situations.
• Maintain familiarity with all property functions and outlet operations to market property to guests in a positive manner. Directs guest flow through hotel giving assistance and directions to restaurant and other guest / client facilities.
• Listen and respond to guest inquiries using a positive, clear speaking voice. Answer questions and offer assistance giving accurate information regarding outlet hours, other hotel services, directions to local attractions or function rooms, car rentals, airline shuttle service, etc.
• Other duties as assigned by the supervisor such as assisting PBX operators or reservations agents.