Front Office Agent

Hyatt Regency Dfw; Savannah (GA); On-site; USD 35,000 - 52,000; Full time

Job summary

Hyatt Thompson Savannah seeks a Front Office Agent to deliver luxury service in a 24/7 hotel environment. The role requires flexibility for mornings, evenings, weekends and holidays, and focuses on greeting guests, processing registrations and billing, and delivering personalized recommendations.

Responsibilities include handling guest requests, coordinating pre-arrival services, and partnering with local vendors to arrange tours, dining reservations, and transportation while maintaining

Qualifications

• A true desire to satisfy the needs of others in a fast paced environment.
• Refined verbal and written communication skills.
• Ability to stand for long periods of time.

Responsibilities

• Welcomes and registers Hotel guests, explaining accommodations and establishing credit or method of payment.
• Checks guest out of the Hotel, preparing and explaining billing.
• Responds to a wide variety of guest requests by accurately assessing needs and adding personal recommendations.
• Works with guest’s pre-arrival and in-house to ascertain preferences and provide insightful recommendations.
• Conduits pre-arrival process to arrange services including local tours, dining reservations, shipping packages, and transportation options.
• Processes packages, faxes, messages, and mail accurately and timely.
• Handles all guest interactions with hospitality and professionalism, accommodating special requests.
• Resolves guest complaints and assists with inquiries about hotel services and events.
• Responds to guest requests in person, by phone, Four Seasons chat, and email.
• Uses various software programs and communicates with internal departments via radio and phones.
• Chats guests via messenger and Hyatt guest recognition program.
• Uses Concierge system and Opera for billing.
• Maintains desk collateral with updated information on local restaurants, venues, and attractions.
• Keeps up contacts with local vendors to provide information, tickets, and reservations.
• All other duties as assigned by leadership.

Skills

Guest service

Verbal communication

Written communication

Stamina

Job description

We’re looking for an individual who embodies the luxury lifestyle experience. An ideal Thompson team member has a passion for creating unique experiences, that can quickly perpetuate a culture of great design and superlative service, with a sharp sense of humor. This candidate will have a passion for exceptional hotel service and who can express that belief in an atmosphere of spontaneity and authenticity. As our hotel is open 24/7, 365 days a year, we expect our Front Office Agent to be flexible in working mornings, evenings, weekends and holidays.

• Welcomes and registers Hotel guests, explaining the accommodations and establishing credit or method of payment
• Checks guest out of the Hotel, preparing and explaining billing
• Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum guest satisfaction.
• Works with guest’s pre-arrival and in-house to ascertain preferences and provide insightful recommendations
• Conducts pre-arrival process to assist future guests to arrange services including, but not limited to, local tours, dining reservations, shipping packages, various transportation methods, and researching different vendors and service providers
• Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner
• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible
• Resolves guest complaints; assists guests in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
• Responds to all guest requests in an accurate and timely manner. Interactions with guest will be in-person, phone, Four Seasons chat, and by email
• Utilize a variety of software programs. Communicate with internal personnel and departments via radio, internal systems, and phones
• Chat guests via messenger application and utilize Hyatt guest recognition program
• Concierge system to track all requests and Opera to ensure proper billing
• Assure that desk collateral and information for restaurants, wineries, museums, attractions, maps and other local attractions are updated and current. Knows what activities are available in the Savannah area and establish close contacts with vendors in these areas in order to provide information, ticketing and reservations for guests.
• All other duties as assigned by leadership

Qualifications

• A true desire to satisfy the needs of others in a fast paced environment.
• Refined verbal and written communication skills
• Ability to stand for long periods of time.