Front Desk Agent

Pyramid Global Hospitality; Puerto Rico; On-site; USD 28,000 - 36,000; Full time

Job summary

Hyatt Regency Grand Reserve Puerto Rico, part of Pyramid Global Hospitality, is seeking a Front Desk Agent to deliver exceptional service. You will be the guest’s first point of contact, handling check-ins/outs, reservations, and inquiries while representing the property’s standards.

The role requires English fluency, a high school diploma, and at least one year of customer service experience, with the ability to work weekends and holidays.

Qualifications

• High school diploma or equivalent.
• At least 1 year of customer service in hospitality.
• Basic knowledge of hotel PMS, reservation, and billing procedures.
• Proficiency in Microsoft Excel and Word.
• Strong verbal and written communication skills.
• Ability to work weekends and holidays.
• Fluency in English.
• Valid driver’s license.

Responsibilities

• Check guests in and out efficiently and accurately.
• Provide excellent customer service and answer guest questions.
• Manage reservations via telephone, email and in person.
• Coordinate with Housekeeping and Maintenance.
• Maintain accurate records in the property management system.
• Inform guests about hotel services and local area.
• Balance cash and process payments.
• Prepare daily room assignments for Housekeeping and track room status.
• Generate weekly reservation reports.
• Ensure a clean Front Desk and assist with beverages service.

Skills

Customer service

Guest relations

English fluency

Communication skills

Microsoft Excel

Education

High school diploma or equivalent

Tools

Property Management System (PMS)

Reservations system

Billing procedures software

Microsoft Word

Excel

Job description

About Our Property

Welcome to Hyatt Regency Grand Reserve Puerto Rico, a premier resort in the Pyramid Global Hospitality portfolio, located in the breathtaking setting on the oceanfront coast of Rio Grande. Featuring 579 guest rooms and over 36,918 sq ft of meeting space, this award-winning property, recognized as one of the top five resorts in Puerto Rico by Travel + Leisure's World's Best Awards, offers a truly dynamic environment for hospitality professionals.

At Hyatt Regency Grand Reserve Puerto Rico, we are committed to delivering exceptional service and creating memorable experiences for our guests. As a member of our team, you'll have the opportunity to work in a supportive and engaging environment surrounded by the natural beauty of El Yunque rainforest and the island's stunning coastline. From an expansive lagoon-style pool to a nearby 27-hole Tom Kite-designed golf course and a full-service rainforest spa, this property offers a unique and inspiring setting to grow your career.

We offer a wide range of opportunities across multiple departments, including guest services, food and beverage, housekeeping, spa and wellness, sales and marketing, and more. Whether you're just beginning your hospitality journey or looking to take the next step, you'll find opportunities for growth at every level.

Joining our team means becoming part of a close-knit community that values teamwork, professionalism, and a passion for service. We provide comprehensive training and development programs to help our associates succeed. If you're passionate about hospitality and ready to be part of a people‑first culture, we invite you to explore opportunities at Hyatt Regency Grand Reserve Puerto Rico and apply today.

What You Will Have An Opportunity To Do

We are looking for a highly motivated individuals to join our Front Desk team. The ideal candidate uses their engaging personality to create a memorable first impression for our guests. While checking in, registering guests, the Front Desk Agent is a source of knowledge for the guest for everything about the hotel, its amenities, and the local area.

The Front Desk Agent is the first point of contact for hotel guests. This position is responsible for providing exceptional customer service by handling guest check-ins and check-outs, managing reservations, responding to guest inquiries and requests, and ensuring a pleasant and memorable guest experience throughout their stay.

Your Role

• Guest Check-In and Check-Out - Efficiently and professionally process guest arrivals and departures, ensuring all guest information is accurately entered into the system.
• Customer Service - Provide outstanding customer service by answering questions, offering information about hotel facilities and services, and assisting guests with any requests or concerns during their stay.
• Reservation Management - Make, modify, and confirm reservations via telephone, email, and in person. Ensure room assignments are accurate and availability is properly maintained.
• Complaint and Request Handling - Address guest complaints and requests promptly and effectively, following established procedures to ensure guest satisfaction.
• Payment Processing and Billing - Process payments securely and ensure invoices are accurate and provided to guests upon check-out. Handle all forms of payment in accordance with company procedures.
• Interdepartmental Coordination - Communicate and coordinate with departments such as Housekeeping and Maintenance to ensure guest needs are addressed efficiently.
• Record Maintenance - Maintain accurate records of guest arrivals, departures, reservations, and other relevant information, ensuring all data is updated in the property management system.
• Promotion of Hotel Services - Inform guests about hotel services, amenities, promotions, events, dining options, and activities available during their stay.
• Emergency Response - Serve as the primary point of contact during emergencies or incidents, remaining calm and following established protocols to ensure guest safety.
• Cash Register Reconciliation - Perform end‑of‑shift cash reconciliation, ensuring all payments and transactions are accurately recorded and balanced with the system.
• Room Assignment and Housekeeping Coordination - Prepare daily room assignments for the Housekeeping Department. Monitor room status including dirty, clean, and inspected rooms. Assign rooms for cleaning, maintain room inventories, update the room chart in Excel, and ensure all information matches the Roomsy system.
• Administrative and Financial Duties - Maintain records of rentals and other charges, update collection and financial reports in Excel, manage and confirm reservations, maintain daily logs, and perform general administrative and computer‑related tasks. Send nightly arrival and in‑house guest reports to Security, respond to emails, follow up on reservations, and confirm bookings made by phone or email.
• Reporting - Generate weekly reservation reports through the R.A. platform and update reservation information as needed.
• Front Desk Area Maintenance - Maintain cleanliness of the Front Desk area, kitchen, and coffee station. Prepare coffee daily and provide complimentary beverages to guests throughout the day. Serve alcoholic beverages after 3:00 p.m. Maintain weekly or biweekly inventory records and restock beverages as necessary. Address guest concerns and coordinate with the appropriate department when needed.
• Communication - Maintain effective communication with departments including Security, Information Technology (IT), Maintenance, Human Resources, and other hotel teams.

What are we looking for?

Qualifications

• High school diploma or equivalent required.
• Minimum of one (1) year of customer service experience, preferably in the hospitality industry.
• Basic knowledge of hotel property management systems, reservation systems, and billing procedures.
• Proficiency in Microsoft Office applications, particularly Excel and Word.
• General computer and technology skills.
• Strong verbal and written communication skills.
• Ability to interact professionally, courteously, and effectively with guests and colleagues.
• Strong commitment to guest satisfaction.
• Ability to Work Under Pressure
• Fluency in English required.
• Valid driver's license required.
• Must be available to work various shifts including weekends and holidays

Compensation

$

$

Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.