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Front Desk Agent (Gallery Host) - Fort Worth Hyatt Place Stockyards

Location: Fort Worth Historic Stockyards
Department: General & Administration
Status: Full Time
Shift Preference: Varies

Description

At Hyatt Place Fort Worth in partnership with Silverton Casino, LLC, we believe our guests select Hyatt Place because of our caring and attentive team members who are focused on providing efficient service and meaningful experiences. 

The Front Desk Agent (Gallery Host) will greet guests at the front desk while providing the highest level of service possible in an efficient, courteous and professional manner.  Process guest registrations, maintaining the property management system with the most up-to-date information and quickly and accurately entering guest information.  Provide quick and efficient check-in and check-out experiences for guests.  Greet each and every guest with a smile, however busy and whatever time of day.  Weekends required.

Primary Responsibilities and Duties

  • Report to work when scheduled, on time, in proper and clean uniform, including name tag. Personal appearance and grooming must conform to standards.
  • Handle all duties according to hotel policies and procedures.
  • Be knowledgeable about daily hotel operations, check log books and bulletin boards and be up to date with all changes, new procedures and events.
  • Get a daily briefing about extraordinary events to effectively deal with all foreseen situations.
  • Have knowledge about room rates, packages, discounts and promotions and know how to handle each.
  • Have knowledge about guest rooms, locations, amenities, features and all other services offered by the hotel.
  • Follow all cash handling and banking procedures to check out all customers efficiently.
  • Operate property management software to complete all tasks, including taking same-day reservations.
  • Perform guest registration and room assignment and accommodate special requests of all guests.
  • Be knowledgeable about brand Rewards and other frequent traveler programs.
  • Answer the phones according to the standards of proper etiquette and as quickly as possible, within 3 rings.
  • Handle mail and messages properly and on a confidential basis.
  • Ensure the cleanliness of the front desk and back office area at all times. Utilize spare time for cleaning. Keep computer equipment clean at all times.
  • Assist all guests with problems and questions as required. Ensure that all guest problems are resolved to their satisfaction.
  • Carefully study emergency procedures and know how to act on them.
  • Use your systems passwords with discretion; log off the terminal when leaving the area.  Do not at any time share your password with others or use another Associate’s passwords to log on to any system.
  • Have knowledge about the city, the local area and attractions to provide the guests with all requested information.
  • Ensure proper credit when checking out guests and provide the guests with a $0 balance invoice.
  • Bank out at the end of the shift by following the blind drop procedures strictly.
  • It is mandatory to keep cash banks locked so the cash is secured.
  • Report any unusual occurrences or requests to the manager.
  • At all times strive to represent the Company and hotel brand in the most professional manner.
  • Be disciplined at all times, stand alert and tall at the front desk, greet guests immediately and offer assistance before the Guest needs to ask. Focus your total attention to the customers.
  • Be familiar with the AM, PM and overnight daily checklists to ensure smooth daily operations, and cross-train in other department areas as needed.
  • Exhibit a friendly, helpful and courteous manner when dealing with guests and fellow employees.
  • Speak with others using clear and professional language, and answer telephones using appropriate etiquette.
  • Develop and maintain positive working relationships with others, support team to reach common goals.
  • Adhere to all quality assurance expectations and standards.
  • Identify and correct unsafe work procedures or conditions and/or report them to management immediately.
  • Thank guests with genuine appreciation and provide a fond farewell.
  • Address guests’ service needs in a professional, positive, and timely manner. Anticipate guests’ service needs, asking questions of guests if necessary to better understand their needs, watching/listening to their preferences, and acting on them whenever possible.
  • Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
  • Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals, within guidelines (i.e. escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones.)
  • Assist fellow Associates to ensure proper coverage and prompt, friendly guest service.
  • Count bank at end of shift, complete designated cashier reports, resolve any discrepancies, drop off receipts, and secure bank.
  • Notify management of maintenance repair issues.
  • Report any unusual occurrences or requests to the manager.
  • At all times strive to represent the Company and hotel brand in the most professional manner.
  • Be disciplined at all times, stand alert and tall in the dining area, greet guests immediately and offer assistance before the Guest needs to ask. Focus total attention to the customers. Exhibit a friendly, helpful and courteous manner when dealing with guests and fellow employees.

Skills, Education & Other Requirements

  • Prepare food, coffee, and other beverages, including alcohol.
  • Prepare ingredients for cooking, including portioning, chopping, and storing food. 
  • Prepare and cook food according to recipes, quality standards, presentation standards, and food preparation checklists.
  • Process all orders and collect proper payment from guests.
  • Provide assistance in all areas, including bussing, cleaning and resetting tables, delivering food to guests, general cleaning of food and beverage prep areas, and other areas within the hotel public space.

Required Work Cards

  • Identification that establishes identity
  • Identification that establishes the right to work in the United States
  • Possession of /or ability to possess a Health card

Machinery, Work Equipment, Programs, Software, Hardware Used

  • Regular use of a computer and different software programs.
  • Basic math and spelling skills.
  • Ability to demonstrate good organizational skills.
  • This position requires sufficient experience, education and job knowledge to meet current business needs.
  • Continuous movement, and occasionally, you will have to lift or move up to 20 pounds.

DISCLAIMER
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.



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