What are the responsibilities and job description for the Front Desk Agent position at Hyatt Westlake?
The Front Desk Agent is the first point of contact for guests at the hotel, responsible for delivering excellent customer service and ensuring a smooth check-in/check-out experience. This role requires strong communication skills, attention to detail, and the ability to handle various guest requests and concerns in a professional and courteous manner.
Responsibilities
- Greet and welcome guests in a friendly and professional manner.
- Handle check-ins and check-outs efficiently and accurately, ensuring all guest information is entered correctly into the system.
- Answer phone calls, respond to inquiries, and provide information about the hotel’s services, amenities, and local attractions.
- Manage reservations, including booking rooms, updating guest information, and processing payments.
- Address guest concerns and complaints promptly, ensuring a positive resolution while maintaining a high level of customer satisfaction.
- Coordinate with housekeeping and maintenance teams to ensure rooms are ready for guest arrival and any issues are promptly addressed.
- Maintain a clean and organized front desk area.
- Process guest payments, handle cash and credit transactions, and prepare necessary reports.
- Assist with concierge services, providing recommendations for dining, transportation, and activities.
- Follow all hotel policies and procedures, including safety and security protocols.
- Perform other duties as assigned by the Front Desk Supervisor or Manager.
Experience and Education
- High school diploma or equivalent required; some college coursework in hospitality or a related field is a plus.
- Previous experience in customer service, hospitality, or a front desk role preferred.
- Strong communication skills, both verbal and written.
- Proficient in Microsoft Office and hotel management software (experience with property management systems is a plus).
- Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
- Excellent problem-solving skills and a customer-focused attitude.
- Flexibility to work various shifts, including evenings, weekends, and holidays.
- Professional appearance and demeanor.
