Front Office Agent (Saint Augustine)

Hotel Saint Augustine seeks an enthusiastic Front Office Agent to join our team. In this role, you will be collaborating closely with the broader front office operations team. You will be part of a team that is passionate about celebrating creativity and delivering exceptional guest experiences. Who We Are Hotel Saint Augustine is a 71-room property located in the heart of the Montrose neighborhood. The hotel is spread across five small buildings with an all-day restaurant, lobby bar, and intimate event space. Hotel Saint Augustine takes inspiration from the spirit of Houston itself, a duality of old world and new, a rich diversity and a forward‑thinking sensibility. Hotel Saint Augustine is proud to be part of the Bunkhouse/Hyatt family. Benefits Medical, Dental, Vision, 401K with company match Complimentary & Discounted Nights, Friends & Family Room Rates Free parking Generous Paid Time Off Work‑life benefits including wellbeing initiatives such as a complimentary Headspace Discounts at various retailers – Apple, AT&T, Verizon, Headspace and many more! The Role The Front Office Agent is responsible for the guest registration process and communication of hotel services and promotions. This highly visible role gives opportunity for casual conversation and has a direct impact on creating the guest experience. Other duties may include processing forms of payment and responding to guest inquiries. As a Front Office Agent, you’ll be the face of Hotel Saint Augustine. Key Responsibilities Greet guests immediately with a friendly and sincere welcome. Complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate. Make appropriate selection of rooms based on guest needs. Code electronic keys. Requires continual standing and movement throughout front office area. Verify and accurately imprint credit cards for authorization using electronic acceptance methods. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer. Promptly answer the telephone using positive and clear communication. Input messages into the system. Retrieve messages and communicate the content to the guest. Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances. Field guest complaints, conducting research to develop the most effective solutions and negotiate results. Listen and extend assistance to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel. Maintain familiarity with all property functions and outlet operations to market property to guests in a positive manner. Direct guest flow through hotel giving assistance and directions to restaurant and other guest/client facilities. Listen and respond to guest inquiries using a positive, clear speaking voice. Answer questions and offer assistance, giving accurate information regarding outlet hours, other hotel services, and directions to local attractions. Based upon fluctuating demands of the operation and to exceed customer expectations, it may be necessary to perform a multitude of different functions not specifically related to this position. This person may be expected to perform other tasks and duties as needed or as directed. Furthermore, employee responsibilities and job descriptions are subject to review and revision. Qualifications One year of hospitality or customer‑facing experience preferred. Full afternoon/evening availability for PM schedule, with preferred flexibility to work mornings, weekends, and holidays as needed. Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts. Ability to stand and move throughout front office and continuously perform essential job functions. Ability to read, listen, and communicate effectively both verbally and in writing. Ability to access and accurately input information using a moderately complex computer system. Hearing and visual ability to observe and detect signs of emergency situations. Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge, skills, and abilities. All employees must maintain a neat and professional appearance, in accordance with company guidelines. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. Hyatt Regency Portland Convention Center | Portland, Oregon, US #J-18808-Ljbffr Hyatt Hotels Corporation