Front Desk Agent

Hyatt Centric Portland; Portland (OR); On-site; USD 26,000 - 27,000; Full time

Benefits offered by this job

Medical, dental, vision, disability, &

401(k) retirement match

Paid Holidays and Paid Time Off

Employee Assistance Program

Job summary

Hyatt Centric Downtown Portland is seeking a Front Desk Agent (PM) to warmly welcome guests during check-in and check-out, assisting with requests and inquiries to create a personalized stay.

The role emphasizes accurate billing, strong communication, and collaboration with departments to ensure a seamless guest experience from arrival to departure.

Qualifications

• High school diploma or equivalent required.
• Previous hotel or customer service experience preferred.
• Experience with Opera PMS is an advantage.

Responsibilities

• Greet and assist guests during check-in and check-out.
• Provide information on hotel amenities and local attractions.
• Handle guest inquiries and resolve issues promptly.
• Balance cash drawer and post charges accurately.
• Coordinate with other departments for guest requests.

Skills

Guest Services

Check-in/Check-out

Communication skills

Teamwork

Multitasking

Attention to detail

Customer service

Education

High school diploma

Tools

Opera PMS

Job description

• Pay or shift range: $19 USD to $19.50 USD

The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Description

Job Title: Front Desk Agent

Department: Front Office

Reports to: Front Office Manager

Shift: Varies

Location: Hyatt Centric Downtown Portland

The Front Desk Agent (PM) is crucial in ensuring exceptional guest service during the late afternoon and evening hours. This position is responsible for welcoming and assisting guests with check-ins, and check-outs, and responding to their inquiries and requests. As an ambassador of the Hyatt Centric brand, the Front Desk Agent ensures that every guest's experience is personalized and memorable, from the moment they arrive until their departure. This role requires outstanding communication, attention to detail, and a genuine passion for hospitality.

Key Responsibilities:

Guest Services:

• Greeting and welcoming guests in a warm, friendly manner, ensuring they feel valued throughout their stay.
• Manage check-in and check-out procedures efficiently using Opera PMS, ensuring the accuracy of all guest information and billing.
• Respond to guest inquiries, requests, and complaints promptly and professionally, resolving issues or escalating when necessary.
• Provide information about hotel amenities, services, local attractions, and directions.
• Assist with room assignments, special requests, and upgrades as per hotel policies.

Operations:

• Accurately manage financial transactions, including posting charges, handling payments, and balancing the cash drawer at the end of the shift.
• Ensure proper communication with the next shift and other departments (housekeeping, maintenance, etc.) regarding guest requests, room statuses, and any operational needs.
• Keep the front desk area clean, organized, and stocked with all necessary materials (forms, brochures, etc.).
• Follow proper procedures for key control, lost and found, and security of guest information.

Guest Loyalty and Relations:

• Recognize and acknowledge Hyatt loyalty members (e.g., Explorist and Globalist) by offering personalized service and benefits.
• Enroll new members.
• Manage any loyalty program inquiries and ensure points, rewards, and upgrades are processed correctly.
• Assist with reservations, modifications, and cancellations when needed.
• Communicate and coordinate effectively with other team members and departments to ensure a smooth guest experience.
• Support housekeeping, maintenance, and food and beverage teams by providing relevant information on guest needs or issues.
• Assist in training new Front Desk team members when necessary.

Qualifications:

• Education & Experience:
• High school diploma or equivalent required.
• Previous hotel or customer service experience is preferred but not required.
• Experience with Opera PMS or similar hotel management software is an advantage.
• Strong interpersonal and communication skills, both written and verbal.
• Ability to multi-task and stay organized in a fast-paced environment.
• Detail-oriented with strong problem-solving skills.
• Ability to work independently and as part of a team.
• Excellent time management and the ability to handle stressful situations with professionalism and patience.

Schedule: Evening shifts, typically from 3 PM to 11 PM. Weekend and holiday shifts may be required based on hotel occupancy.

Benefits:

• medical, dental, vision, disability, and life insurance
• 401(k) retirement match
• Paid Holidays and Paid Time Off
• Employee Assistance Program and Fund

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.