Front Office Agent

Position Overview:

The Front Desk Agent is responsible for processing all guest check-ins, check-outs, room assignments, and room change/late check-out requests. Secure payment; activate/reissue room keys. Ensure rates match market codes, document exceptions. Verify/adjust billing for guests. Communicate with appropriate staff when guests are waiting for an available room. Advise guest of messages. Coordinate with Housekeeping to track room status and guest concerns. File guest paperwork or documentation. Provide information and assistance to all guests and visitors.

Key Responsibilities:

• Welcome guests, check them in, distribute room keys and explain the hotel's amenities.
• Maintain complete knowledge of hotel operations, scheduled daily activities, and room product.
• Answer telephone calls within 3 rings, using correct salutations and telephone etiquette.
• Explain local amenities and attractions to guests.
• Ascertain callers' needs through open-ended questions.
• Obtain all designated information to book a reservation.
• Accommodate special requests and designate such in system following hotel SOP’s.
• Access guest history records to best service guests; maintain accurate information in guest history files.
• The ability to exercise personal discipline and extra diligence to assure that projects are completed on a timely basis.
• Resolve guest complaints, ensuring guest satisfaction.
• Obtain assigned bank and ensure accuracy of contracted monies. Always keep assigned bank secure.
• Communicate pertinent guest information to designated departments/personnel (i.e. special requests, amenity delivery).
• Present folio to guest and resolve any disputed charges.
• Assist all departments/executives in obtaining appropriate information regarding groups, inventory, and guest information.
• Assist the restaurant Pescatore with reservations, room service orders as needed.
• Input reservations.
• Perform additional duties, as assigned.

Required Qualifications:

• High levels of patience, tact, and diplomacy.
• Strong organizational, prioritization skills and ability to work well under pressure and meet deadlines.
• Strong knowledge of Opera & Microsoft Outlook is a plus.
• Possess an eye for the smallest detail and maintain a keen sense of urgency.
• Ability to think clearly, remain calm, and resolve problems using good judgement.
• Communicate clearly, concisely, and openly.
• Written communication in a clear and concise manner.
• Exude high energy and demonstrate a knack for building rapport with guests and colleagues.
• Exhibits organizational abilities and shows a natural skill for multi-tasking, prioritizing, and anticipating needs.
• Fluency in English both verbally and non-verbally, fluency in additional languages a plus.
• Ability to maintain confidentiality of guest information and pertinent Hotel data.
• Must be able to bend, stoop, squat and stretch to fulfill necessary tasks.
• Must be able to lift, push, and pull up to 25lbs. on a regular and continuing basis.
• Must be able to stand and exert well-paced mobility for up to 8 hours in length.

Qualification Standards:

• College degree preferred.
• 1 to 2 years of previous experience in a similar position in a luxury hotel preferred.
• All colleagues must maintain a neat and well-groomed appearance.

Physical Requirements:

• Must be able to bend, stoop, squat and stretch to fulfill necessary tasks.
• Must be able to stand for up to 8 hours in length.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules (including Holidays and weekends) to reflect the business needs of the hotel.

Wage Rate: $32.50 per hour

About Hyatt Centric

Located near Pier 39, Hyatt Centric Fisherman's Wharf hosts 316 spacious, nautically themed rooms and suites with comfy Hyatt Grand Beds and is one of the best ways to experience the city by the bay. As part of the EOS Hospitality Group, we believe in Shared Accountability, Humility & Kindness, Creative Problem Solving, Collaboration & Community and Do Well and Do Good. Hyatt Centric offers competitive salaries and robust benefit plans.

Full Time Hourly Benefits:

• Tiered Medical Plans- Cigna or Kaiser

• Disability

• Tiered PPO Dental Plans

• Voluntary Supplemental Medial Plans

• Vision

• Paid Holidays

• Employee Assistance Program

• PTO and Sick Pay

• Flexible Spending Account (FSA)

• 401K Matching Program

• Life & AD&D Insurance

• Pre-Tax Commuter and Parking Benefits

Full Time Hourly Perks:

• EOS Employee Rates plus 50% off F&B and Retail
• Hyatt Centric Rates
• Employee discounts in Brick & Beam Restaurant
• Employee Job Referral Program
• Employee Recognition Programs and Appreciation Events

Important Notice:

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Hyatt Centric is an Equal Opportunity Employer without regard to people formerly experiencing homelessness, race, color, creed, gender, gender expression, gender identity, religion, marital status, registered domestic partner status, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), sexual orientation, age, veteran status, national origin or ancestry, political affiliation, physical or mental disability, medical condition including genetic characteristics, or any other consideration made unlawful by federal, state, or local laws. Hyatt Centric hiring policies require a background check for all applicants working directly with at-risk populations.