FRONT DESK AGENT

Nashville, TN, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Flexible

Benefits

Medical

Dental

Vision

401k

Life insurance

short-term disability

long-term disability

EAP

Tuition Reimbursement

Travel perks

Job Description

Hyatt is a globally recognized hospitality company known for its commitment to providing exceptional guest experiences and fostering a supportive work environment for its employees. As a leader in the hotel industry, Hyatt offers a range of opportunities for career growth, professional development, and the chance to be part of a diverse and dynamic team. The brand emphasizes care, respect, and a positive atmosphere, ensuring both guests and colleagues feel valued and supported throughout their journey. Hyatt's comprehensive benefits package includes medical, dental, vision coverage, 401k retirement plans, life insurance, short-term and long-term disability options, employee assistance programs, tuition reimbursement, and attractive travel perks. This combination of excellent benefits and a nurturing workplace culture makes Hyatt an employer of choice for those passionate about hospitality and guest service. Working at Hyatt means being part of a global family dedicated to high standards, innovation in service, and continual personal and professional growth.

The role available is a Front Desk Agent position at Thompson Nashville, a premier hotel property known for its high standards of quality and guest satisfaction. This role is vital in creating a welcoming and seamless experience for guests from the moment they arrive until their departure. The Front Desk Agent is responsible for greeting and registering guests with warmth and efficiency, handling inquiries, managing reservations, processing payments, and ensuring guest accounts are accurately closed upon checkout. The position requires excellent interpersonal skills, the ability to multitask in a fast-paced environment, and a genuine passion for hospitality. Attention to detail and a calm demeanor are essential, especially when managing guest complaints or emergency situations. Employees in this role stand throughout their shifts, move throughout the front office area, and use computer systems to access and update guest information. The position also involves collaboration with other hotel departments, assisting guests with secure deposit boxes, providing directions to local attractions, and supporting overall hotel operations. This full-time role offers on-the-job training and opportunities for development within the Hyatt family, making it an excellent choice for individuals who enjoy working with people and aspire to grow a career in hospitality.

Job Requirements

Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error
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 resolve conflicts
Ability to stand and move throughout front office and continuously perform essential job functions
Ability to read, listen, and communicate effectively in English, both verbally and in writing
Ability to access and accurately input information using a moderately complex computer system
Hearing and visual ability to observe and detect signs of emergency situations
Any combination of education and experience equivalent to graduation from high school or any other combination that provides required knowledge
Individuals are required to meet the minimum bonding standards
All employees must maintain a neat, clean, and well-groomed appearance specific to company standards.

Job Qualifications

High school diploma preferred
Prior hospitality experience preferred
Applicants with additional language skills preferred
Considerable skill in calculator use for mathematical calculations without error
Ability to deal effectively with internal and external customers requiring patience, tact, and diplomacy
Ability to stand and move throughout the front office continuously
Ability to communicate effectively in English both verbally and in writing
Ability to access and accurately input information using a computer system
Hearing and visual ability to observe and detect emergency signs
Graduation from high school or equivalent combination of education, training or experience
Ability to maintain neat, clean, and well-groomed appearance
Meet minimum bonding standards
Ability to perform essential duties proficiently with or without reasonable accommodation.

Job Duties

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, confirm pertinent information including number of guests and room rate, and make appropriate room selections
Code electronic keys and provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate
Verify and accurately imprint credit cards for authorization using electronic methods, handle cash, make change, and balance an assigned house bank
Accept and accurately record vouchers, traveler’s checks, and other forms of payment
Post charges to guest rooms and house accounts using the computer
Promptly answer the telephone, input messages into the computer, retrieve messages for guests, and handle mail, packages, and facsimiles as requested
Close guest accounts at checkout and ascertain satisfaction, negotiate compromises including authorizing revenue allowances if needed
Remain calm and alert during emergency and heavy hotel activity, resolve complications like location changes or credit issues
Field guest complaints, conduct thorough research to develop effective solutions, and negotiate results
Plan and implement detailed steps using judgment and discretion
Summon front service or bell assistance to escort guests as appropriate
Provide safe deposit boxes service by escorting guests to the vault and handling access slips
Operate facsimile machine and photocopier as required
File registration cards and retrieve them for guest check out
Provide instruction for guest and employee safety during emergencies
Maintain familiarity with all property functions to effectively market the property and direct guest flow
Listen and respond to guest inquiries with accurate information about hotel services, local attractions, transportation, and event spaces
Assist PBX operators or reservations agents as needed
Perform other duties assigned by the supervisor.