Part-Time Front Desk Agent at Hyatt Place (37173)

The Guest Service Agent is responsible for providing exceptional customer service and creating a positive first impression for all guests. This role serves as the primary point of contact for guests, handling check-ins, check-outs, reservations, and guest inquiries while ensuring a welcoming and professional experience. Guest Service Agents assist with resolving guest concerns, processing payments, and providing information about the hotel and local area. Success in this role requires strong communication skills, attention to detail, the ability to multitask, and a commitment to guest satisfaction. Guest Service Agents work closely with other hotel departments to ensure guest needs are met promptly and efficiently. A successful Guest Service Agent maintains a positive attitude, works well as part of a team, and is dedicated to delivering outstanding service that enhances the overall guest experience.

Essential Job Duties and Responsibilities (Other duties may be assigned):
Reasonable accommodation may be available for individuals with disabilities.

• Greet guests in a friendly, professional, and welcoming manner
• Complete guest check-ins and check-outs accurately and efficiently
• Process reservations, room changes, cancellations, and extensions in accordance with hotel procedures
• Respond promptly and courteously to guest requests, questions, concerns, and complaints, resolving issues whenever possible
• Provide information about hotel services, amenities, policies, and local attractions
• Answer and direct incoming phone calls in a professional manner
• Process guest payments and maintain accurate records of cash, credit card, and other transactions
• Maintain accurate guest information and update records in the property management system
• Coordinate with Housekeeping, Maintenance, and other hotel departments to ensure guest needs are met promptly
• Assist guests with directions, transportation arrangements, and recommendations for local dining, shopping, and entertainment
• Handle guest packages, messages, mail, and other front desk-related services
• Monitor lobby and front desk areas to ensure a clean, organized, and welcoming environment
• Follow all safety, security, privacy, and emergency procedures to help maintain a safe environment for guests and team members
• Handle lost-and-found items in accordance with hotel policies and procedures
• Report maintenance issues, safety concerns, or unusual guest incidents to the appropriate department or manager
• Prepare and review daily reports, shift documentation, and other records as required
• Collaborate with team members to achieve department goals and deliver outstanding guest service
• Uphold hotel standards, policies, and procedures to ensure a positive guest experience
• Support sustainability and company initiatives by following established hotel practices and procedures

Other Essential Duties (Continued):

• Attends hotel and department meetings and other functions required by management
• Communicates all pertinent information to Front Desk Supervisor and/or Front Office Manager/Assistant General Manager
• Must be available to work weekends and holidays
• Arrives to work on time, ready to clock in, in a clean/pressed uniform and non-slip shoes
• Must maintain high standards of personal appearance and grooming
• Wears name tag at all times when at work
• Must be attentive, courteous and efficient at all times when dealing with the guests and co-workers
• Comply at all times with compliance standards and regulations to encourage safe and efficient hotel operations
• Establish and maintain good communications and teamwork with fellow employees and other departments within the hotel in such a manner that promotes harmony and goodwill throughout the workplace
• Be familiar with all policies and hotel rules, and hotel terminology
• Must be capable of self-supervision and have the ability to manage time accordingly in order to complete the required work