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About the Role

Hotel Equities is seeking a Front Desk Agent for the Hyatt Place Austin Airport in Austin, TX. This role involves providing professional and courteous service to guests, handling inquiries, managing reservations, processing payments, and resolving guest concerns to ensure a positive stay.

Responsibilities

• 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 members.
• Accept payment for guest accounts at registration and checkout.
• Maintain a house bank, make deposits, and prepare accurate daily receipts reports.
• Cash checks and exchange currency for guests.
• Issue keys and control access to safety deposit boxes.
• Post miscellaneous charges as requested.
• Promptly respond to and resolve guest complaints.
• Answer telephone promptly, politely, courteously, and friendly.
• Take reservations accurately and efficiently.
• Perform check-ins and check-outs accurately and efficiently.
• Operate or assist with shuttle or transportation services in a timely and courteous manner.
• Assist guests with luggage upon arrival and departure.
• Use 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.
• Be aware of incoming VIPs.
• Follow all applicable Company Standard Operating Procedures.
• Perform other assignments as directed by the General Manager.
• Be an enthusiastic, helpful, and positive team member.
• 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 communication lines with each department.
• Communicate pertinent information.
• Respond positively to new ideas.
• Accept critical/developmental feedback openly.
• Maintain effective communication through meetings, log books, and bulletins.
• Be available to assist other departments in emergency situations.
• Adhere to all work rules, procedures, and policies established by the company.
• Properly handle and account for keys.
• Be knowledgeable of policies regarding emergency procedures and security concerns.
• Seek and react to opportunities to sell rooms, including re-rents and last rooms available.
• Have complete knowledge of hotel rooms, function space, restaurant, other outlets, and services.
• Regularly restock and sell pantry items.
• Increase revenues by offering upgraded rooms and promoting hotel amenities and outlets.
• Have a full understanding of franchise honors programs.
• Ensure all customers establish credit upon check-in.
• Improve cash flow by adhering to credit and inventory control procedures.
• Verify reservation check-in information (name, address, method of payment).
• Obtain proper name and address verification and approval codes for cash and credit card payments.
• Identify and record special billing instructions and notify accounting.
• Complete shift closing accurately with appropriate approval signatures and authorization codes.
• Adhere to hotel policies regarding cash banks.
• Stay current with hotel developments by reviewing the communication log book each shift and updating it for the next shift.
• Report potential sales leads to the sales department.
• Protect guests’ room numbers.

Requirements

• High School diploma /Secondary qualification or equivalent.
• Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.
• 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 the hotel is located and its attractions.
• Must be able to stand and exert well-paced mobility for up to 4 hours in length.
• 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.
• 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.
• Ability to work a flexible schedule including nights, weekends and/or holidays.

Skills

• Customer Service
• Communication
• Basic Math
• Basic Computer Skills
• Problem-Solving
• Reasoning
• Motivating
• Training

Location

• Austin, TX

Work Type

• Full-time

Education Level

• High School Diploma or equivalent

Benefits

• 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 discount
• Flexible schedule
• Flexible spending account
• Life insurance
• Parental leave
• Referral program

About the Company

• Hotel Equities is a multi-award-winning hotel development and hospitality management company.