Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Front Desk Agent for the Hyatt Place Austin Airport in Austin, TX.
Job Purpose:
Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us.
-
Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Promote “preferred” guest program and provide recognition and benefits to all current members.
-
Accept payment for guests’ accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests
-
Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested.
-
Promptly respond to and resolve guest complaints
-
Answer telephone promptly and properly being polite, courteous, and friendly
-
Be friendly, thorough, accurate and efficient in taking reservations
-
Be friendly, thorough, accurate and efficient in performing Check-ins
-
Be friendly, thorough, accurate and efficient in performing Check-outs
(If applicable) Operate or assist with shuttle or transportation Service in a timely and courteous manner
-
Assist guests with luggage upon their arrival to and departure from the hotel
-
Use the guests’ names
-
Be knowledgeable and helpful about the local area, the hotel and hotel services
-
Handle messages, wake-up calls, mail, and faxes properly
-
Assist guests’ with laundry/dry cleaning needs
-
Know of incoming VIPs
-
Follow all applicable Company Standard Operating Procedures.
-
Perform other assignments as directed by the General Manger.
-
Be an enthusiastic, helpful and positive member of the team
-
Be professional, responsible and mature in conduct and behavior
-
Be understanding of, encouraging to and friendly with all co-workers
-
Be self-motivated and use time wisely
-
Maintain open line of communications with each department
-
Communicate pertinent information
-
Respond positively to new ideas
-
Openly accept critical/developmental feedback
-
Maintain effective communication through the use of meetings, log books and bulletins
-
Be available to help other departments in emergency situations
-
Adhere to all work rules, procedures and policies established by the company including, but not
-
limited to those contained in the associate handbook.
-
Safety and Security Skills
-
Properly handle and account for keys
-
Be knowledgeable of policies regarding emergency procedures and security concerns
-
Aggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms available
-
Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services; have in depth knowledge of and regularly re-stock and sell pantry items
-
Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets
-
Have full understanding of franchise honors program
-
Ensure all customers establish credit upon check-in. Improves timeliness of cash flow by adhering to all established credit and inventory control procedures:
-
Verifies all information on reservations check-in; name, address, method of payment, etc.
-
Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers
-
Identifies and records special billing instructions and notifies accounting
-
Completes shift closing accurately by getting appropriate approval signatures and authorization codes
-
Adheres to hotel policies regarding the use of cash banks
-
Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift
-
Report potential sales contacts to the sales department protection of guests’ room numbers.
Qualifications and Requirements:
High School diploma /Secondary qualification or equivalent.
Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.
This job requires the ability to perform the following:
-
Must be able to speak, read, write and understand the primary language(s) used in the workplace.
-
Must be able to read and write to facilitate the communication process.
-
Requires good communication skills, both verbal and written.
-
Must possess basic computational ability.
-
Must possess basic computer skills.
-
Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where hotel is located and its attractions.
-
Most work tasks are performed indoors. Temperature is moderate and controlled by hotel
environmental systems.
-
Must be able to stand and exert well-paced mobility for up to 4 hours in length. Length of time of these tasks may vary from day to day and task to task.
-
Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
-
Must be able to lift up to 15 lbs occasionally.
-
Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing,
listening and hearing ability and visual acuity.
-
Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates
-
Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
-
Ability to spend extended lengths of time viewing a computer screen.
-
Requires manual dexterity to use and operate all necessary equipment.
-
Must have finger dexterity to be able to operate office equipment
Other:
-
Being passionate about people and service.
-
Strong communication skills are essential when interacting with guests and employees.
-
Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
-
Basic math skills are used frequently when handling cash or credit.
-
Problem-solving, reasoning, motivating, and training abilities are often used.
-
Have the ability to work a flexible schedule including nights, weekends and/or holidays
Amazing Benefits At A Glance:
-
Team Driven and Values Based Culture
-
Medical/Dental/Vision
-
Vacation & Holiday Pay
-
Same-day pay available
-
Employee Assistance Program
-
Career Growth Opportunities/ Manager Training Program
-
Reduced Room Rates throughout the portfolio
-
Third Party Perks (Movie Tickets, Attractions, Other)
-
401(k)
-
Employee assistance program
-
Employee discount
-
Flexible schedule
-
Flexible spending account
-
Life insurance
-
Parental leave
-
Referral program
