Front Office Host

About the role

A Host is responsible for greeting guests on arrival and making them feel welcome and comfortable during their stay. A Host's priority at all times is to engage with guests in a caring and positive manner, using active listening skills to understand the needs and wants of guests – wherever possible, getting to know them and their preferences on a personal level. A Host is a key contact person and resource for guests throughout their stay and should demonstrate creative problem solving. A Host also plays the important role of ensuring that the departure motivates guests to come back to the hotel at the earliest opportunity.

Responsibilities

• Display empathy and demonstrate listening skills in all interactions
• Manage the registration process to confirm guest information, acknowledge preferences as noted, provide guest with room keys and offer luggage assistance
• Tailor interactions based on guests' needs and available data
• Understand and be familiar with hotel room inventory to manage and allocate based on availability and guest preferences
• Provide appropriate recognition to members of Hyatt's loyalty program
• Respond accurately to inquiries and offer knowledge of the hotel features/general information
• Approach guest issues with compassion and recover service as appropriate
• General cashiering skills
• Work collaboratively and effectively with other hotel departments
• End of Day reconciliation and business close reports
• Partner with overnight security and engineering should any guest issues arise
• Provide detailed pass down for the next shift

Qualifications

• Previous front desk, customer service experience and professional presentation
• Excellent interpersonal, organizational and communication skills
• Basic computer systems knowledge
• Opera knowledge preferred
• Ability to stand for long periods of time
• Fulfill a flexible schedule to include afternoon, evening, weekend & holiday shifts
• Must be able to support Hyatt's purpose by identifying opportunities to display authentic human care to guests and colleagues so they can be their best

Schedule

Shifts will require weekends and holidays with guaranteed two days off during the week. Times of shift to be flex between 1st and 2nd shift with priority need shift of Sunday 1st Shift. If you are unable to work Sunday please do not apply. Estimated schedule to include 9am on Sundays, Off Days – Monday & Tuesday, 3pm shifts on Wednesday – Friday & 11am on Saturday. Schedules are subject to shift given requests off & business demands but overall remain the same.