Hyatt Front Office Agent in WAILEA, Hawaii
Destination Residences Hawaii is a premier vacation rental property management company with prestigious resorts on Maui, Kauai and the Island of Hawaii: defined by people with genuine purpose, pride and sense of place.
In 2019, we joined the Hyatt family. Hyatt is a global hospitality company with 20 premier brands and more than 900 hotel, all-inclusive, and wellness resort properties in 65 countries across six continents.
The Front Desk Agent Enhances the check-in experience by displaying courtesy and Aloha to all owners and guests through positive action and attitude. The Front Desk Agent produces courteous and prompt resolution of guests’ concerns.
ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:
Ability to interact with owners and guests on a daily basis with courtesy and a willingness to perform your duties to the best of your ability.
Demonstrates proficiency in all matters pertaining to Front Desk operations and Destination Residences Hawaii, including but not limited to equipment and policies and procedures.
Interact with Reservations to anticipate guest movement and occupancy levels, as well as inventory awareness and availability, thereby maximizing occupancy and revenues.
Display courteous and prompt resolution of guests’ concerns to secure and ensure future business. Make every effort to limit room moves, discounts, and amenities in dealing with these opportunities while providing the highest level of guest satisfaction.
Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Fulfill all job responsibilities and any additionally assigned tasks deemed necessary by the Guest Experience Manager, Operations Managers, Reservations Manager, or the General Manager.
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
Maintain positive guest relations at all times.
Resolve guest complaints, ensuring guest satisfaction.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Maintain complete knowledge at all times of:
All resort features/services, hours of operation.
All room types, numbers, layout, decor, appointments and location.
All room rates, special packages and promotions.
Daily house count and expected arrivals/departures.
Room availability status for any given day.
Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
Meet with Supervisor to review daily assignments and priorities.
Meet with departing Front Desk Agent to review business status and follow up items.
Access all functions of computer system.
Set up work station with necessary supplies.
Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
Promote positive guest relations to all individuals approaching the Front Desk.
Process all guest check-ins.
Confirm reservation in system and review all noted information.
For guests without a reservation, sell a room type agreed upon.
Register guest in the computer and generate a registration card.
Verify registration card information with the guest.
Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
Assign guest room.
Advise guest of any messages, mail, faxes, etc. received for them.
Obtain proper identification for tax exempt guests and attach form to registration card.
Maintain guest history files on all guests.
Communicate VIP arrivals to designated personnel for escort and delivery of amenities
Handle overbooked or "walked" guests.
Accommodate room changes.
Document all guest requests, complaints or problems.
Take, record and relay messages accurately, completely and legibly.
Offer detailed information on the voice mail system to callers and guests wishing to leave message.
Accept and record wake-up call requests; deliver to PBX.
Issue safe deposit boxes to guests and ensure security of keys.
Distribute all guest and department mail.
Monitor, send and distribute guest faxes.
Document and confirm reservations and cancellations.
Block rooms in computer and follow through on designated requirements.
Pre-register designated guests and prepare key packets.
Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
Generate, print and distribute daily and weekly reports.
Resolve discrepancies on the room status report with Housekeeping.
Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
Process all check-outs.
Resolve any late charges.
Present folio to guest and resolve any disputed charges.
Settle guest accounts.
Retrieve guest room key from guest.
Solicit guest comments on their stay.
Process express check-outs.
Handle requests for late check-outs.
Conduct group check-ins/outs.
Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.
File guest room keys and ensure the safe keeping of keys at the Front Desk.
Adhere to all cashiering procedures:
Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.
Make change for guests.
Cash guests' personal checks/travelers checks.
Run closing reports.
Count and secure bank.
Complete designated cashier reports.
Document pertinent information in the log book.
Regular & punctual attendance.
QUALIFICATIONS: EDUCATION, KNOWLEDGE, TRAINING, & WORK EXPERIENCE
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
Maintain proficiency in all matters pertaining to the Front Desk and Destination Residences policies and procedures.
Ability to interact with owners and guests on a daily basis with courtesy and a willingness to optimize guest satisfaction.
WORKING ENVIRONMENT/PHYSICAL DEMANDS
The physical demands described in this job description are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the associate is regularly required to walk, stand, and sit. The associate is occasionally required to climb and use balance. Additionally, the associate will frequently be asked to use body, hands and arms to reach, carry, lift, push and pull a minimum of 40 lbs. Specific vision abilities required by this job include close vision, distance vision, and peripheral vision.
The work environment characteristics described in this job description are representative of those an associate encounters while performing the essential functions of this job.
While performing the duties of this job, the associate will experience temperature fluctuations, and moderate to high noise levels.
Primary Location: US-HI-Wailea
Organization: Destination Residences Wailea
Pay Basis: Hourly
Job Level: Full-time
Job: Front Office
Req ID: WAI001347
Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.