Front Office Agent

Summary

At Hyatt, we believe our guests select Hyatt because of our caring and attentive colleagues who are focused on providing efficient service and meaningful experiences. Our colleagues select us because we provide amazing opportunities, growth and development, a caring and inclusive culture, and fantastic benefits like:

• Discounted lodging accommodations at Hyatt worldwide

• Discounted transit passes

• Wellbeing programs

• Recognition programs

• Tuition reimbursement

• Excellent training and professional development

Hyatt Vancouver Downtown Alberni is seeking a dedicated, passionate, and customer service-oriented Front Office Host to join our team on a full-time basis.

Job responsibilities include, but are not limited to, the following:

• Perform duties either at the Front Desk or Service Centre, handling guest inquiries and requests.

• At the hotel switchboard in our Service Centre, answer and transfer calls, handle In-Room Dining orders and monitor service times.

• Monitor the hotel emergency lines, defect reporting, and act as the overall communication hub for the hotel.

• Communicate with all departments, in particular Housekeeping, Front Office and Engineering.

• Ensure all external and internal guest/colleague inquiries and concerns are answered promptly and professionally.

• Take ownership of the caller’s request and ensure follow up according to the hotel’s standards.

• Process and distribute all guest messages, guest wake-up calls and all incoming faxes.

• Assist guests with dining reservations, attraction inquiries and all other guest activities as required.

• Serve as a liaison for guests requiring information relating to all aspects of the hotel and facilities.

• Provide professional guest services with genuine care to attention and detail.

• Accurately complete all special billing requests.

• Responsible for registering and checking out guests, presenting folio of charges and receiving payment.

• Responsible for a cash float.

• Update and monitor room status changes in partnership with Housekeeping.

• Drive rate through up-selling room types.

• Settle guest accounts accurately while ensuring all service standards are followed.

• Ensure all hotel reports, VIP guest profiles and other guest requests are prepared prior to guest arrival.

• Ensures compliance to all hotel policies, standards and core practices.

• Assist in handling of guest complaints and ensure that proper follow up takes place.

• Undertake other ad hoc job-related responsibilities, as required

Hourly wage is at $33.32.

Hyatt associates work in an environment that demands exceptional performance yet reaps great rewards. Whether its career opportunities, job enrichment or a supportive work environment; if you are ready for this challenge, then we are ready for you.

Qualifications

• Previous experience in a similar capacity within another luxury hotel brand is preferred.

• Previous experience with Micros, Opera, Microsoft Office, Alice, Open Table software is an asset.

• Professional telephone etiquette and excellent organizational, written and verbal communication skills.

• Strong interpersonal and problem-solving abilities.

• Ability to work well under pressure in a fast-paced environment.

• Ability to focus attention on guest needs, remaining calm and courteous at all times.

• Flexible availability - this role will work AM/PM/Overnight shifts including weekends and holidays (as required).

Visa Requirements: Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.