Front Office Agent

Hyatt Regency; Boston (MA); On-site; USD 28,000 - 40,000; Full time

Job summary

Hyatt Regency Boston is seeking a Front Desk Agent to warmly welcome guests and manage check-in/check-out while delivering exceptional service. You will handle reservations, respond to inquiries, and coordinate with departments to meet guest needs.

The role requires strong communication, the ability to multitask in a fast-paced hotel environment, and availability for flexible hours including evenings and weekends. This is a full-time on-site position at Hyatt Regency Boston.

Qualifications

• Minimum one year experience in hotel front desk or customer service.
• Strong verbal and written communication.
• Ability to multitask and work flexible hours.

Responsibilities

• Greet guests warmly upon arrival and ensure smooth check-in/check-out.
• Verify guest identification and reservation details.
• Manage reservations, update guest profiles, and handle changes or cancellations.
• Answer phone calls and answer inquiries about hotel services and local attractions.
• Process payments and handle cash and billing transactions accurately.
• Maintain accurate guest records and prepare daily reports.

Skills

Guest service

Communication

Multitasking

Hospitality software

Education

High school diploma or equivalent

Tools

Hotel management software

Job description

Summary

The Front Desk Agent is the first point of contact for our guests and plays a vital role in creating a warm, welcoming, and memorable experience at Hyatt. This position is responsible for managing guest check-ins and check-outs, handling reservations, and providing exceptional customer service while upholding Hyatt’s high service standards.

Organization- Hyatt Regency Boston

Summary

The Front Desk Agent is the first point of contact for our guests and plays a vital role in creating a warm, welcoming, and memorable experience at Hyatt. This position is responsible for managing guest check-ins and check-outs, handling reservations, and providing exceptional customer service while upholding Hyatt’s high service standards.

The responsibilities outlined below are provided as a representative sample of the essential functions of this position and are not intended to be an exhaustive list; additional duties may be assigned as necessary

• Greet guests warmly upon arrival and provide a seamless check-in/check-out process.
• Verify guest identification and reservation details accurately.
• Manage incoming reservations, update guest profiles, and handle changes or cancellations as needed.
• Answer phone calls and respond to guest inquiries regarding hotel services, amenities, local attractions, and promotions.
• Process forms of payment and accurately handle cash and billing transactions.
• Maintain accurate guest records and prepare daily reports as required.
• Provide guest services, including answering questions about the property and local area.
• Address and resolve guest complaints or issues promptly by coordinating with other departments.
• Upsell additional hotel services and amenities to enhance the guest experience.
• Ensure the front desk area remains organized and presentable at all times.
• Comply with Hyatt policies, standards, and safety procedures to maintain a secure and efficient working environment.
• Work closely with other departments (e.g., housekeeping, maintenance) to ensure guest satisfaction.
• Assist in other front office tasks as needed.

The starting rate for this position is $24.71.

Qualifications

• High school diploma or equivalent
• At least 1 year prior experience in a hotel front desk, customer service, or related field.
• Strong verbal and written communication skills with a friendly and professional demeanor.
• Proficiency in using computer systems and hotel management software.
• Ability to multitask, work under pressure, and adapt to a fast-paced environment.
• Open availability to work flexible hours including evenings, weekends, and holidays.