Front Desk – Agent/フロントデスクエージェント

Job description

Customer Service

▪ Delivers the brand promise and provide exceptional guest service at all times.
▪ Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner; shares guests' complaints to manager on duty, Assistant Front Office Manager or Front Office Manager immediately.
▪ Be familiar with the hotel’s products and services and policies.
▪ Maintains and promotes positive guest and colleague interactions with good working relationships.

Financial

▪ Ensures that all hotel, company and local rules, policies, and regulations relating to money handling and licensing are adhered to.

Operational

▪ Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
▪ Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.
▪ Verifies arrival and departure details and other arrangements requested by guests.

▪ Respond to all e-mails within a 24 hour period.
▪ Enters guest requests into HotSOS accurately and efficiently.
▪ Contacts the guests directly when necessary.
▪ Assist to book, amend and cancel reservations at our property and also other properties.
▪ Supports and embraces the purpose of Hyatt “We Care for People so they can be the Bes

Personnel

▪ Supports demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.

Other Duties

▪ Attends to all training sessions and meetings as required.
▪ Exercises responsible behavior at all times and positively representing the hotel and Hyatt International.
▪ Responds to changes in the Rooms function as dictated by the industry, company and hotel.
▪ Reads the hotel's Employee Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.
▪ Attends training sessions and meetings as and when required.
▪ Carries out any other reasonable duties and responsibilities as assigned