Front Desk Agent (FT)

Hyatt Hotels; Lenox (MA); On-site; USD 30,000 - 40,000; Full time

Job summary

A leading hotel is seeking a Front Desk Agent to manage front office operations and provide excellent customer service. The ideal candidate will have a strong focus on guest interactions, organization, and teamwork. Responsibilities include coordinating guest check-ins, maintaining lobby organization, and ensuring guest satisfaction. Flexibility in work hours is essential, including nights and weekends.

Qualifications

• Minimum of 1 year of hospitality-related experience.

Responsibilities

• Maintain front office and lobby organization for a clean guest experience.
• Coordinate with guests from reservation to departure.
• Maximize revenue through sales strategies and outstanding customer service.

Skills

Customer Service

Organization

Communication

Education

Hospitality-related experience

Job description

As a Front Desk Agent, you are a customer-service oriented individual dedicated to representing the hotel with enthusiasm, professionalism, and a businesslike demeanor to all guests, clients, agents, and the community. You will be a positive, hardworking team member responsible for managing the front office operations in a dynamic environment. The role requires upholding excellent customer service, organization, and responsibilities such as record keeping, telephone operations, guest interactions, and related tasks.

Job Responsibilities

1. Maintain front office and lobby organization and supplies to ensure a clean and enjoyable guest experience.
2. Provide friendly, courteous telephone service and interactions with guests and staff.
3. Coordinate with guests from reservation to departure, including check-in, check-out, reservations, wake-up calls, posting charges, and handling special requests.
4. Ensure the security and privacy of guest rooms and administrative keys.
5. Communicate actively with management and staff through reports, customer feedback, and guest needs.
6. Conduct site inspections for safety and assist with tours for prospective clients.
7. Handle guest and hotel mail, packages, and transmissions efficiently.
8. Maximize revenue through sales strategies and outstanding customer service.
9. Develop knowledge of rates, amenities, area attractions, and competitor offerings to assist clients and maintain competitiveness.
10. Maintain confidentiality of all company information, including performance data, client agreements, and financial information.
11. Adhere to all hotel policies and procedures, ensuring excellent customer service and operational efficiency.
12. Promote property safety through risk management, inspections, participation in safety committees, and emergency procedures knowledge.
13. Follow service standards, operational procedures, and safety standards.
14. Work cohesively with co-workers and departments as part of a team.
15. Strive to improve operational standards and adhere to attendance and reliability standards.
16. Perform additional duties as assigned by management.

Work Hours

• Flexible scheduled shifts based on business needs, including holidays, nights, and weekends.

Experience and Education

• Minimum of 1 year of hospitality-related experience.

Physical Requirements

The physical demands for this role include:

• Lifting and carrying up to 40 pounds frequently.
• Standing for extended periods.
• Communicating effectively both orally and in writing.
• Bending, twisting, pushing, pulling, stooping, kneeling.
• Ascending and descending ladders.

We are an Equal Opportunity Employer. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. For accommodations during the application process, please contact human resources.

This employer is committed to a drug-free workplace and equal employment opportunity.

For more information, review the Know Your Rights notice from the Department of Labor.