Guest Service Agent

Job Title : Front Desk Agent

Department : Front Office

Reports to : Front Office Manager

Shift : Varies

Location : Hyatt Centric Downtown Portland

The PM Front Desk Agent is crucial in ensuring exceptional guest service during the late afternoon and evening hours. This position is responsible for welcoming and assisting guests with check-ins, and check-outs, and responding to their inquiries and requests. As an ambassador of the Hyatt Centric brand, the Front Desk Agent ensures that every guest's experience is personalized and memorable, from the moment they arrive until their departure. This role requires outstanding communication, attention to detail, and a genuine passion for hospitality.

Key Responsibilities :

Guest Services :

• Greeting and welcoming guests in a warm, friendly manner, ensuring they feel valued throughout their stay.
• Manage check-in and check-out procedures efficiently using Opera PMS, ensuring the accuracy of all guest information and billing.
• Respond to guest inquiries, requests, and complaints promptly and professionally, resolving issues or escalating when necessary.
• Provide information about hotel amenities, services, local attractions, and directions.
• Assist with room assignments, special requests, and upgrades as per hotel policies.

Operations :

Guest Loyalty and Relations :

Team Collaboration :

Qualifications :

Skills & Competencies :

Schedule : Evening shifts, typically from 3 PM to 11 PM. Weekend and holiday shifts may be required based on hotel occupancy.

Work Environment : Professional hotel environment, predominantly at the front desk area, with potential exposure to occasional high guest traffic during peak check-in times.

Hyatt Centric Brand Promise :

As part of the Hyatt Centric brand, our Front Desk Agents ensure that guests are explorers who feel inspired to discover the local area. Agents provide authentic and unique experiences to travelers, delivering thoughtful service that exceeds expectations.