Front Desk Agent (Hyatt and Opera Experienced)

Requirement: Hyatt and Opera experienced

The Front Desk Agent is responsible for delivering exceptional guest service from check-in to check-out, ensuring every guest experience aligns with Hyatt’s brand standards. The role requires proficiency in Opera Property Management System (PMS)and a deep understanding of hotel front office operations, guest satisfaction, and efficient communication across departments.

Key Responsibilities:

• Greet guests warmly upon arrival and ensure smooth and efficient check-in and check-out processes using Opera PMS .
• Handle guest reservations, room assignments, and modifications with accuracy and attention to detail.
• Process payments, handle billing inquiries, and maintain accurate financial transactions in compliance with Hyatt and company policies.
• Manage guest requests, complaints, and special needs with professionalism, empathy, and prompt resolution to ensure guest satisfaction.
• Coordinate with housekeeping, maintenance, and other departments to ensure timely room readiness and service delivery.
• Promote Hyatt’s loyalty programs, upsell room types, and recommend hotel amenities to enhance the guest experience.
• Maintain up-to-date knowledge of hotel policies, rates, special promotions, and local area attractions.
• Follow all standard operating procedures for safety, security, and guest privacy.
• Prepare daily shift reports and assist in night audit operations when required.

Required Skills and Competencies:

• Strong command of Opera PMS and other front office software systems.
• Excellent communication and interpersonal skills with a guest-centric attitude.
• Ability to multitask effectively in a fast-paced hospitality environment.
• Professional grooming and demeanor consistent with Hyatt brand standards.
• Strong problem-solving skills and ability to handle guest concerns calmly.
• Basic knowledge of accounting and cash-handling procedures.

Qualifications:

• Bachelor’s degree or diploma in Hospitality Management , Tourism , or a related field (preferred).
• Minimum 1-3 years of front desk or guest service experience in an international hotel chain, preferably Hyatt .
• Proficiency in Opera PMS (Property Management System) is mandatory .
• Fluency in English ; additional languages are a plus.
• Flexibility to work shifts, weekends, and holidays as per operational requirements.

Performance Indicators:

• Guest satisfaction and feedback scores
• Accuracy in check-in/check-out transactions
• Compliance with Hyatt service standards
• Efficient resolution of guest complaints