Front Desk Agent

Hyatt Place / Hyatt House Tempe; Tempe (AZ); On-site; USD 30,000 - 40,000; Full time

Job summary

Join a dynamic team at a leading hospitality provider as a Front Desk Agent, where you will play a crucial role in ensuring guest satisfaction. In this engaging position, you will assist guests with check-ins and check-outs, handle special requests, and resolve any complaints to maintain positive relations. Your ability to anticipate guest needs and respond promptly will be key to creating memorable experiences. This role offers the opportunity to work in a fast-paced environment while building your customer service skills and gaining valuable experience in the hospitality industry.

Qualifications

• Previous experience in a hotel front desk position is preferred.
• Basic computer skills required for handling reservations and guest information.

Responsibilities

• Assist guests with check-in and check-out processes.
• Resolve guest complaints and maintain high satisfaction.
• Communicate guest information to relevant departments.

Skills

Customer Service

Problem Solving

Communication

Education

High School Graduate or GED

Tools

Basic Computer Skills

Job description

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.

Key Duties & Responsibilities :

• 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, amenity delivery).
• 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.

Education and Experience :

• High School Graduate or General Education Degree (GED).
• Oneyear previous experience in a similar position in a hotel.
• Basic computer skills required.

Crestline Hotels & Resorts is an Equal Opportunity Employer / Affirmative Action Employer.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender, identity, or disability status.