Front Desk Agent
HYATT Hotels
Front Desk Agent
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.
Essential Functions
- Understands and abides by all safety protocols.
- Willingly embrace last-minute changes in direction and unexpected changes in operational plan.
- Performs other duties as assigned.
- 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.
- 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, maintenance requests, amenity delivery and receipt of guest packages).
- 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.
- Report accidents, injuries and unsafe work conditions to manager.
- Monitor and maintain cleanliness, sanitation and organization of assigned work area.
- Maintain proprietary information, protect company assets, protect the privacy and security of guests and coworkers.
- Comply with quality assurance expectations and standards.
Skills and Abilities
Education/Experience: Any combination of education, training or experience that provides the required knowledge, skills, and abilities.
Certificates & Licenses: None Required
Vacancy posted 1 day ago
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