Front Desk Agent

Hyatt Place Hyatt House Tempe/Phoenix/University; Tempe (AZ); On-site; USD 17,000 - 25,000; Full time

Job summary

Hyatt Place Hyatt House Tempe/Phoenix/University is seeking a Front Desk Agent to assist guests with check-in and check-out, handle phone calls, and respond to service requests in line with hotel policies.

The role emphasizes maintaining positive guest relations, knowing hotel features and promotions, and accurately processing registrations and payments while coordinating with various departments for guest satisfaction.

Qualifications

• Education/Experience: Any combination of education, training or experience that provides the required knowledge, skills, and abilities.
• Certificates & Licenses: None Required

Responsibilities

• Assist guests with check-in and check-out while following standard policies and procedures.
• Answer and process all phone calls received and direct inquiries as needed.
• Handle special requests for services or information and communicate with appropriate departments.
• Resolve guest complaints and maintain positive guest relations at all times.
• Maintain knowledge of hotel features, services, hours of operation, rates, packages and promotions.
• Process guest payments, verify registration information, and input data into the system.
• Direct Bell Persons for luggage assistance and escort guests as needed.
• Manage wake-up calls, sent/received faxes, and distribute guest information to departments.
• Ensure room status accuracy with Housekeeping and report discrepancies.
• Process check-outs, adjust vouchers, payouts and miscellaneous charges, and monitor work area cleanliness.

Job description

POSITION PURPOSE

The Front Desk Agent is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received,

plus handles all special requests for services or information, in accordance with standard policies and procedures.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable

Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statement(s)

• Understands and abides by all safety protocols.
• Willingly embrace last-minute changes in direction and unexpected changes in operational plan.
• Performs other duties as assigned.
• Resolve guest complaints, ensuring guest satisfaction.
• Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain complete knowledge at all times of: a) all hotel features/services, hours of operation. b) all room rates, special packages and promotions. c) daily house count and expected arrivals/departures. d) scheduled daily group activities.
• Obtain assigned bank and ensure accuracy of contracted monies.
• Keep bank secure at all times.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Process all guest check-ins.
• Verify registration card information with the guest.
• Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
• Direct Bell Person to escort guest and transport their luggage to the room.
• Handle overbooked or walked in guests.
• Accept and record wake-up call requests.
• Monitor, send and distribute guest faxes.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, maintenance requests, amenity delivery and receipt of guest packages).
• Resolve discrepancies on the room status report with Housekeeping.
• Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
• Process all check-outs.
• Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.
• Report accidents, injuries and unsafe work conditions to manager.
• Monitor and maintain cleanliness, sanitation and organization of assigned work area.
• Maintain proprietary information, protect company assets, protect the privacy and security of guests and coworkers.
• Comply with quality assurance expectations and standards.

SKILLS AND ABILITIES

Education/Experience: Any combination of education, training or experience that provides the required knowledge, skills, and abilities.

Certificates & Licenses: None Required

Source: Hospitality Online