Front Desk Representative

19 hours ago

Greenville, South Carolina, United States Hyatt Regency Greenville Full time

Front Desk Agent Job Description

At Hyatt Regency Greenville, we are seeking a skilled and friendly Front Desk Agent to join our Front Office team. As a Front Desk Agent, you will be the first point of contact for our guests, providing a warm and welcoming experience that sets the tone for their stay.

Key Responsibilities:

  • Greeting and Registration: Greet guests immediately with a friendly, sincere welcome and maintain eye contact. Use a positive, clear speaking voice, listen to guest requests, and respond with appropriate action.
  • Operational and Selling Techniques: Employ operational and selling techniques to maximize occupancy levels and achieve the highest average rate possible. Maintain and provide accurate information on and promote hotel facilities.
  • Cash Handling and Accounting: Maintain cash bank per accounting guidelines and comply with all accounting procedures.
  • Communication and Teamwork: Maintain effective communication within Front Office and related departments, and with all hotel departments. Stay aware of issues relating to front office and general hotel operations. Attend meetings as scheduled and apprise management of any concerns or suggestions.
  • Safety and Security: Adhere to safety, security, and emergency procedures, react appropriately during emergency situations, and act promptly to correct hazards. Adhere to security procedures on the handling of guest room keys, the protection of guest-related information, and conduct weekly inventory of guest room keys.
  • Technology and Equipment: Understand and operate front office telephone, computer systems, and equipment such as ten-key adding machines, facsimile machines, etc.
  • Registration and Check-Out: Promptly complete registration process, input and retrieve information from computer, confirm pertinent information, including number of guests, method of payment, and length of stay. Select guest room based upon guest needs/request, nonverbal confirmation of room number and rate, provide key folder containing guest room key (and club key if applicable), certificate, and coupons as appropriate. Close out guest accounts at time of check-out. Properly file and retrieve registration cards.
  • Cash and Credit Transactions: Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change, and balance assigned cash bank. Accept and record vouchers, traveler's checks, and other forms of payment. Post charges to guest rooms and house accounts using the computer. Process payments per established procedures.
  • Guest Services: Provide safety deposit boxes to guests in accordance with established hotel procedures.
  • Telephone and Message Handling: Promptly answer the telephone using a positive, pleasant tone of voice and following the established verbiage. Input messages into the computer. Retrieve messages and communicate the content of messages to guests. Retrieve and send mail, small packages, and facsimiles for guests.
  • Problem Resolution: Listen to and promptly act to resolve guest problems and complaints. Authorize revenue allowances to remedy problems only after other alternative solutions have failed and appropriately document the solution/remedy. Apprise management of all guest complaints/problems, including those that have been resolved.
  • Availability and Qualifications: Open availability, including weekends and holidays. At minimum, two years of progressive hotel experience.

Auro Hotels is an Equal Opportunity and E-Verify Employer. All applicants are subject to background and substance abuse screening prior to any offer of employment.

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