What are the responsibilities and job description for the Front Office Agent position at HYATT Hotels?

Setting the standard for grand hospitality, Hotel Kansas City has delivered an experience like no other since its opening in late 2020. Named one of the "Best New Hotels in the World" by Travel Leisure, and Kansas City's newest #1 Hotel on TripAdvisor, guests can indulge in Victorian-inspired guest rooms merged with modern twists, preserved touches like hand-hewn walnut and stained glass windows, and multiple show-stopping food and beverage outlets. Centrally located in the historic Kansas City Club Building, the hotel is only steps away from the city's best nightlife, restaurants, and shopping.

In addition to the hotel's 144 guest rooms are the Town Company restaurant; Nighthawk, a live music cellar cocktail bar; and a lobby lounge and bar that will bring locals and guests together for impromptu mingling. For the event minded guests, there will be 20,000 feet of meeting space that includes impressive historic ballrooms and a 3,000 square foot rooftop event patio.

Job Overview

The Front Desk Agent is responsible for performing a variety of services for guests while playing a key role in the revenues obtained by the selling of guest rooms.

Essential Responsibilities

Acknowledge and respond appropriately to guest needs and requests.
Reports as scheduled and in compliance with uniform standards and appearance.
Comply with the company's prescribed safety and security policy, procedure and protocol.
Promote at atmosphere of goodwill and service during all guest interaction.
May answer inquiries pertaining to hotel services and directions to the hotel, area shopping, dining and entertainment.
Effectively sell the hotel through prescribed standards for booking reservations.
Stay abreast of hotel selling strategies and any marking promotions, coupons, and discounts.
Pre-assign rooms taking consideration of special requests or needs.
Register guests and collect valid method of payment while maintaining accurate information on registration.
Prepare and explain charges at time of check out and finalize guest charges.
Transmits and receives messages to guests and other colleagues.
Keep an accurate accounting of all cash, credit card and credit transactions.
May post charges to room folios such as room and tax, food, liquor, telephone, laundry, movies etc.
May deposit guest valuable in hotel safe or safety deposit box.
Communicate with applicable colleagues any status change to guest rooms, meeting or banquet facilities.
May assist with valet, shuttling guests, baggage handling due to business demands.
Other tasks as assigned by the Director of Rooms and Front Desk Manager.
Education :
High school diploma or GED equivalency required.

Experience :

6-12 months related experience and or / training preferred.

Hotel experience preferred.

Interaction / Skill Set :

Ability to read and understand English fluently and speak clearly.

Excellent listening and comprehension skills.

Excellent written and oral communication skills.

Ability to effectively deal with customers' complaints and concerns in a friendly and positive manner. This involves listening to the nature of the concern, demonstrating empathy with the guests, and providing positive and proactive solutions.

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