Front Desk Agent

Hyatt Place Hyatt House Tempe/Phoenix/University; Tempe (AZ); On-site; USD 26,000 - 38,000; 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, answer phone calls, and handle special requests in line with hotel policies. The role emphasizes guest satisfaction, safety, and professional communication.

The candidate will maintain knowledge of hotel services, operate the front desk efficiently, and process payments while ensuring accurate transaction records and smooth guest experiences.

Qualifications

• Ability to perform essential duties as described in the job posting.
• Experience handling guest requests and complaints is a plus.
• Proficiency in using hotel front desk software and payment processing.

Responsibilities

• Assist guests with check-in and check-out.
• Answer phone calls and direct them appropriately.
• Handle guest requests and information needs in a timely manner.
• Resolve guest complaints and maintain high guest satisfaction.
• Maintain knowledge of hotel services, hours, rates, and promotions.
• Process payments, ensure accuracy of transactions, and balance the bank.

Skills

Check-in/Check-out

Phone etiquette

Guest service

Safety awareness

Tools

Hotel systems

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