Front Desk Concierge & Guest Experience Lead

The Front Desk Agent is responsible for delivering an exceptional and consistent guest experience throughout all stages of the stay from pre‑arrival to check‑in, stay, and departure. This role plays a key part in creating memorable, tailored experiences for every guest. The ideal candidate ensures the highest level of service at all times, proactively anticipating and exceeding guest expectations. They operate in alignment with our company philosophy, standard operating procedures, and brand guidelines, while contributing to a collaborative and harmonious working environment.

Main Duties & Responsibilities

• Welcome and check in guests efficiently while providing accurate information in accordance with internal procedures.

• Maintain a professional, courteous, and ethical relationship with all guests. Respond promptly and accurately to inquiries, and resolve issues to ensure complete guest satisfaction.

• Actively perform upselling and cross‑selling of hotel services, facilities, and outlets.

• Demonstrate a proactive team-oriented approach, fostering cooperation between colleagues and across departments.

• Maintain thorough knowledge of the hotel’s history, services, facilities, room types, rates, and packages.

Qualifications

• At least one year of prior experience in a similar role, preferably in an upscale or luxury hospitality environment.

• Flexibility to work rotating schedules, including night shifts and weekends.

• Strong customer orientation and excellent problem‑solving skills.

• Effective communication skills and the ability to create positive guest interactions.

• Professionalism, courtesy, and a warm demeanor.

• Flexibility to work rotating shifts, including nights and weekends.

• Excellent command of English; knowledge of a second foreign language is considered a strong asset.

What We Offer

• A dynamic and engaging work environment.

• Opportunities for continuous employment and professional growth.

• Complimentary nights at Hyatt hotels worldwide.