Front Office Agent

Job description

Our Purpose: We care for people so they can be their best.

Care comes from a place of empathy and authentic human connection. We care by truly seeing people and getting to know them as unique individuals so we can design and deliver personal experiences. We want to make a difference in the lives of all those we touch: colleagues, guests, owners, operators, community members, and shareholders. Being your best is about being your authentic self in each moment – engaged, fulfilled, and ready to take on the world.

Through our values, we put our dedication to caring into action:

Respect:

· Be inclusive

· Value diverse points of view

· Care for people and your environment

Integrity:

· Tell and accept the truth

· Honor your commitments

· Take ownership and act with pride

Empathy:

· Truly listen

· Respond with compassion

· Walk in the shoes of others

Inclusion:

· Seek to understand

· Encourage diverse viewpoints

· Support each other to thrive

Experimentation:

· Be curious and continuously learn

· Experiment & generate new ideas

· Make things happen

Wellbeing:

· Prioritize self-care

· Use fun as fuel

· Build connections within your community

At Hyatt Regency:

Brand Target:

Focused guests seeking a seamless, intuitive experience for specific occasions (Ambitious Loyalist)

Brand Promise:

To make travel free from stress and filled with success

Brand Principles:

· Designed for productivity & peace of mind

· Tools to stay connected and energized

· Stress-free environments for seamless gatherings

· Responsible & empathetic service that anticipates needs

Main Duties and Responsibilities:

· Administration

o Maintains the Daily Log Book.

o Reports “Lost and Found” items.

· Customer Service

o Delivers the brand promise and provides exceptional guest service at all times.

o Provides excellent service to internal customers as appropriate.

o Be familiar with the hotel’s products, services, and policies.

o Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved adequately.

o Maintains positive guest and colleague interactions with good working relationships.

o Personally and frequently verifies that guests are receiving the best possible service during check-in and checkout.

o Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.

· Operational

o Meets and greets all guests and assists with registrations.

o Ensures strict control of room keys.

o Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.

o Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.

o Prepares welcome cards and keys for arriving guests.

o Ensures accurate knowledge of hotels and tourism in the city/country

o Reports “Lost and Found” items.

o Works closely with other Front Office personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

o Supports and embraces the spirit of “We work through Teams”.

o Verifies arrival and departure details and arranges luggage handling and transportation and other services requested by guests.

· Other Duties

o Attends and contributes to all training sessions and meetings as required.

o Exercises responsible behavior at all times and positively represents the hotel team and Hyatt International.

o Reads the hotel's Associate Handbook and has an understanding of, and adheres to, the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health, and safety.

o Ensures high standards of personal presentation and grooming.

o Responds to changes in the Front Office function as dictated by the industry, company, and hotel.

o Carries out any other reasonable duties and responsibilities as assigned.

· Financial

o Ensures that all hotel, company, and local rules, policies, and regulations relating to financial record keeping, money handling, and licensing are adhered to, including the timely and accurate reporting of financial information