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Front Desk Agent

4 months ago

Grand Rapids, United States Hyatt Place Grand RapidsDowntown Full time

Hyatt Place is seeking a Gallery (Front of House) Host for their property in downtown Grand Rapids, Michigan. For this role, we are seeking a hands-on, dynamic associate with Front Office background. Food & Beverage experience would also be a plus.

**Responsibilities will include, but are not limited to**: day-to-day front office operations, with a large focus on the arrival and departure process, while maintaining Hyatt Place and AHC Hospitality brand standards. We are looking for self-starters with a proven track record of providing exceptional guest service, active listening abilities, front office knowledge, and strong problem solving skills.

**ESSENTIAL FUNCTIONS**:
Ensure optimum performance in the Front Office operations, including Front Desk, Coffee to Cocktails bar, Guest Kitchen, and Gallery service. Uphold the highest levels of care toward our guests and associates, in depth knowledge of ‘World of Hyatt’ loyalty program, and ensure follow through on guest/employee issues to ensure satisfactory resolution.

Responsible for greeting guests on arrival and making them feel welcome and comfortable during their stay.

Engagement with guests in a caring and positive manner, using active listening skills, to understand the needs and wants of guests and getting to know their preferences in a professional manner.

Motivates guests to come back to the hotel at the earliest opportunity.

Ensure excellence in guest service.

Understand the mission, vision, and game plan of Hyatt Place brands.

Create and sustain a work environment that embraces Hyatt Place brand cultures; ensure fair and equitable treatment and associate satisfaction to enable business success.

Help orient, train and support associates per Hyatt Place Guidelines for Operations as needed

Achieve and maintain optimal brand awareness in addition to achieving and maintaining elite guest service and loyalty brand scores.

Ability to confirm guest information, acknowledge preferences as noted, provide guest with room keys, and offer luggage assistance when needed.

Ability to work with and communicate with all other hotel departments efficiently and professionally to best care for our guests

Provide appropriate recognition to members of Hyatt’s loyalty program.

Approaching guest issues with empathy and recover service as appropriate.

Ensure proper credit when checking out guests and provide the guest with a zero balance invoice.

Handle late charges according to the procedure.

Ability to properly set up Guest Kitchen and Gallery bar each shift.

Be knowledgeable of menu items on both Gallery and Bar menus; both what is in each item and how to properly prepare it.

Follow and maintain all Quality Assurance (QA) specs as outlined by Hyatt Place brands.

Takes pride in their appearance and reports to work in complete uniform, wearing the proper shoes and socks professionally dressed and neatly groomed.

Keeps work area neat and clean. Can be found picking up trash in public and back of the house areas of the Hotel. Knows where to recycle items for the department and consistently places them in the appropriate bins and recycling stations.

Attend departmental meetings as well as complete daily shift updates and reports.

Follow hotels established green policies.

Follow Hyatt and GR Health Department Specs.

Actively work in the Gallery area, including bar counter service, barista, running food, tables service (serving and bussing).

General cashiering skills.

Demonstrate a commitment to Hyatt core values.

Perform additional tasks as directed by Leadership

**If business levels require, each employee will be asked to help in other areas. All employees will be trained in other departments to ensure the operations of the hotel are achieved in a timely manner and to guest satisfaction.

**CERTIFICATES, LICENSES, REGISTRATIONS**

Serv Safe certification and TIPS trained, preferred

Certified Tourism Ambassador, preferred

CPR certified, preferred

Strong knowledge of local Grand Rapids/West Michigan area, preferred

**EDUCATION and/or EXPERIENCE**

2+ years minimum in the role of Front Office preferred.

Previous experience in branded hotels preferred.

General F&B knowledge preferred.

Strong problem solving skills required

**LANGUAGE SKILLS**

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

Ability to write routine reports and correspondence.

Ability to speak effectively before guests and associates of the organization.

**MATHEMATICAL SKILLS**

Ability to perform addition, subtraction, division, and multiplication.

Ability to calculate figures and amounts such as discounts or percentages.

Ability to project forecasts preferred.

**REASONING ABILITY**

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Ability to interpret a variety of instructions furnished in written,