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Front Desk Agent

posted January 9, 2019

Hyatt Regency Pittsburgh International Airport
Pittsburgh, PA
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About This Job

What you will be doing:

The Front Desk Agent is responsible for greeting and registering guests, providing prompt and courteous service, and closing out guest accounts upon completion of stay, as well as ensuring the guest has an exceptional stay, to meet hotel’s high standards of quality.

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

  • Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
  • Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Make appropriate selection of rooms based on guest needs. Code electronic keys, certificates, and coupons as appropriate. Requires continual standing and movement throughout front office areas.
  • Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash; make change and balance as assigned house bank. Accept and record vouchers, travelers’ checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
  • Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
  • Close guest accounts at the time of check out and ensure guest’s satisfaction. In the event of dissatisfaction, research and attempt to resolve problem within established guidelines, may include turning problem over to a supervisor.
  • Field guest complaints, conducting thorough research to develop the most effective solutions and resolve complications such as location changes or credit issues. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating and air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion. Keeps the corridors and service area neat at all times.
  • Adheres to all company policies and procedures, follows safety and security procedures and rules.
  • Perform any related duties as requested by supervisor/manager.

The ideal candidate for this position:

KNOWLEDGE, SKILLS & ABILITIES

The Hotel may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below, when applicable.

  • Prior hospitality experience preferred, but not required.
  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and help resolve conflicts.
  • Ability to read, listens, and communicates effectively.
  • Hearing and visual ability to observe and detect signs of emergency situations.

PHYSICAL DEMANDS

  • Ability to stand and move throughout front office and continuously performs essential job functions.
  • Lifting up to 25 pounds maximum.
  • Occasional twisting, bending, stooping, reaching, standing, walking.
  • Frequent talking, hearing, seeing and smiling.
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About This Employer

Hyatt Regency Pittsburgh International Airport

1111 Airport Boulevard
PO Box 12420
Pittsburgh, PA 15231

(724) 899-1234

336 Room Hotel

www.hyatt.com

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Pittsburgh Luxury Hotel near the Airport . . . Park, Sleep, Depart

Come together for business or vacation at the conveniently located Hyatt Regency Pittsburgh International Airport - the only hotel connected to the Pittsburgh International Airport terminal. This luxury hotel at Pittsburgh airport gives travelers an exceptional place to relax, work, dine, meet, connect and explore the city. Guests can walk from their gate to the infinite comfort of beautifully designed accommodations and enjoy a restful nights’ sleep in a luxurious Grand Bed™.

Clients can streamline meetings and conferences in our 20,000 square feet of state-of-the-art event space, including private board rooms and the largest ballroom at the airport. Guests will enjoy delicious cuisine or cocktails at the Olive Press, or enhance your event with creative catering. They can take advantage of our Pittsburgh hotels’ deluxe amenities, including a 24/7 StayFit™ gym, glass enclosed indoor pool, 24 hour business center, and free shuttle service to local businesses, shops, restaurants and attractions.

We invite guests to discover for themselves the benefits of choosing our stylish, contemporary Pittsburgh, PA hotel for everything to do in the Steel City.

Why Join Hyatt?

Find Your Place at Hyatt

Be a part of something bigger. Enjoy life every day. Make a difference in the lives of those around you. Love where you work. Join a company that values respect, integrity, humility, empathy, creativity, and fun. With careers spanning the globe, your perfect opportunity awaits. Discover why Hyatt is consistently ranked one of the world’s best places to work.

Each of the unique 14 brands within the Hyatt portfolio offers a distinct interpretation of our foundational purpose: to deliver personalized care and unforgettable experiences.

Fortune Magazine has included Hyatt on its list of the “100 Best Workplaces for Diversity”! We’re honored to be recognized among industry leaders who are doing the most to create inclusive cultures.