Front Desk Agent

Hyatt Regency; Pittsburgh (Allegheny County); On-site; USD 30,000 - 40,000; Full time

Job summary

A leading hospitality company seeks a Front Desk Agent to provide outstanding customer service and handle guest needs at its Pittsburgh location. This entry-level position involves greeting guests, ensuring a smooth check-in process, and managing inquiries and complaints effectively. Ideal candidates will have a positive attitude, communication skills, and the ability to handle varied situations with professionalism.

Qualifications

• Prior hospitality experience preferred.
• Ability to effectively deal with customers and resolve conflicts.
• Professional, positive attitude when communicating with guests.

Responsibilities

• Greet customers and register guests.
• Answer telephone and assist with requests.
• Resolve guest complaints professionally.

Skills

Customer service

Communication

Problem-solving

Patience

Job description

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The Front Desk Agent is responsible for greeting and registering guests, providing prompt and courteous service, and closing out guest accounts upon completion of stay, as well as ensuring the guest has an exceptional stay, to meet hotel’s high standards of quality.

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week. At this time, the position requires three evening shifts and two overnight shifts.

• 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 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, certificates, and coupons as appropriate. Requires continual standing and movement throughout front office areas.
• Promptly answer the telephone using positive and clear 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.
• Field guest complaints, conducting thorough research to develop the most effective solutions and resolve complications such as location changes or credit issues. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating and 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. Keeps the corridors and service area neat at all times.
  
  

The ideal candidate for this position:

• Prior hospitality experience preferred, but not required.
• 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 help resolve conflicts.
• Ability to read, listen, and communicate effectively.
• Hearing and visual ability to observe and detect signs of emergency situations
• Professional, positive attitude and actions when communicating with guests and team members.
  
  

EOE/M/F/D/V

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.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Hospitality

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