Guest Experience Host & PBX Concierge

Hyatt Regency; Houston (TX); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Complimentary hotel room nights

Discounted room rates for colleagues

Bereavement and jury duty pay

Vacation, sick, and new child leave

Medical, dental and vision Insurance

Retirement Savings Plan with employer

Employee Stock Purchase Plan

Complimentary employee meals

Direct deposit

Competitive wages

Job summary

Hyatt Regency Houston Downtown invites applications for a Front Office Host / PBX Agent. In this guest-facing role, you will welcome guests, assist with check-in/check-out, manage PBX operations, and provide information on hotel services and local attractions.

You will be a central point of communication, handle reservations and inquiries, and collaborate with other departments to ensure a seamless guest experience in a fast-paced environment.

Qualifications

• Previous customer service experience required; hospitality or Front Office experience strongly preferred.
• PBX, hotel operations, or call-handling experience preferred.
• Refined verbal and written communication skills.
• Strong interpersonal, problem-solving, and organizational skills.
• Ability to multitask while handling guest interactions, telephone communications, and administrative responsibilities.
• Proficiency with computer systems and ability to learn hotel technology platforms.
• Must be able to work a flexible schedule including mornings, evenings, overnights, weekends, and holidays as business requires.

Responsibilities

• Welcome guests and complete the registration, check-in, and check-out processes with accuracy and professionalism.
• Process room assignments, room keys, guest account transactions, and payments.
• Respond promptly to guest inquiries, requests, and service recovery opportunities.
• Provide information regarding hotel services, amenities, dining outlets, and local attractions.
• Assist guests with reservations, directions, transportation information, and general hotel inquiries.
• Maintain a polished and professional appearance and demeanor at all times.
• Collaborate with other hotel departments to ensure guest satisfaction and seamless operations.
• Answer and direct incoming calls in a professional, courteous, and efficient manner.
• Serve as a communication link between guests and hotel departments through the PBX system.
• Accurately document and relay guest requests using hotel communication tools and systems.
• Maintain guest confidentiality and protect sensitive information.
• Demonstrate strong attention to detail while managing multiple priorities in a fast-paced environment.
• Uphold Hyatt standards and promote Hyatt's Culture of Care through exceptional guest service, professionalism, and teamwork.

Skills

Customer service

PBX system knowledge

Hotel operations

Verbal & written communication

Interpersonal skills

Problem solving

Multitasking

Computer skills

Professional demeanor

Tools

PBX system

Hotel technology platforms

Reservation systems

Job description

Hyatt Regency Houston Downtown invites applications for a Front Office Host / PBX Agent. In this guest-facing role, you will welcome guests, assist with check-in/check-out, manage PBX operations, and provide information on hotel services and local attractions.

You will be a central point of communication, handle reservations and inquiries, and collaborate with other departments to ensure a seamless guest experience in a fast-paced environment.