Front Desk Agent

Hyatt Regency Pittsburgh International Airport; Pittsburgh (Allegheny County); On-site; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking a Front Desk Agent to deliver exceptional service to guests. This role involves greeting and registering guests, resolving complaints, and ensuring a pleasant stay in a fast-paced hotel environment. Ideal candidates will possess strong communication skills and a positive attitude, with the ability to handle various customer needs. The position requires flexibility in shifts, including evenings and overnight hours, and offers a chance to be part of a dedicated team committed to high standards of hospitality. If you thrive in a dynamic setting and enjoy helping others, this opportunity is perfect for you.

Qualifications

• Prior hospitality experience preferred, but not required.
• Ability to effectively deal with customers and resolve conflicts.

Responsibilities

• Greet and register guests, ensuring a welcoming experience.
• Field guest complaints and resolve issues effectively.
• Answer phone calls and provide accurate information.

Skills

Customer Service

Communication

Conflict Resolution

Patience

Education

High School Diploma or equivalent

Tools

Computer System

Job description

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.

Responsibilities:

• 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. Keep 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