Job Description

Summary

At Hyatt, we care for people so they can be their best.

Our commitment to care begins with you, our colleagues because you are the heart of Hyatt. We create an inclusive environment that prioritizes your well-being, fosters growth, and helps you thrive both personally and professionally. At Hyatt, empathy is not just a value, it’s a way of life.

We are looking for a dynamic and personable Communication Center Agent to join our team. This highly visible role gives opportunity for casual conversation and has a direct impact on creating the guest experience.

Why Choose Hyatt?

At Hyatt, your success matters. We offer:

• Health Benefits: Medical, dental, and vision insurance starting after just 30 days
• Perks & Discounts:
• Free and discounted room nights
• Friends & family rates at Hyatt properties
• Discounts on food and beverage
• Exclusive savings on tech, wellness apps, and more (e.g., Apple, AT&T, Headspace)
• Work-Life Balance: Paid time off, including new child leave
• Retirement Support: 401(k) matching (up to 4%) and employee stock purchase plan
• Growth Opportunities: Tuition reimbursement and robust training programs
• Everyday Conveniences: Complimentary meals for employees

What You’ll Do:

This individual is responsible for answering incoming calls to the hotel and must have good data entry, a pleasant attitude and excellent phone demeanor. The Communications Center Agent must work well handling a high volume of calls. The Communications Agent should be comfortable and able to answer questions relating to the hotel and surrounding areas in Baltimore.

This function requires open availability including weekends and holidays and is full-time with 40 hours per work week.

This position’s hourly rate is $20.67/hr. This role is eligible to earn overtime, shift differentials and premium pay under certain circumstances, tips, commissions, service charges, or incentive awards.

Position Responsibilities/ Essential Functions:

· Answers incoming calls and places outgoing calls to internal and external guests.

· Directs call to guest rooms, staff, or departments through the switchboard or PBX system.

· Receives guest messages and deliver the same to the guest.

· Logs all wake-up call requests and performs wake-up call services.

· Provides information about hotel services to guests.

· Knows what action to take when an emergency call is required.

· Assists in reporting telephone equipment or service complaints and problems.

· Complete various additional tasks and assignments as needed. 

Qualifications

Qualifications

• Computer knowledge and experience required.
• Telephone Operator experience preferred.
• Excellent proficiency with Microsoft Suite applications.
• Refined verbal and written communication skills.
• Ability to work a flexible schedule; weekends, holidays, overnight shifts.
• Excellent time management and organizational skills.
• Excellent problem-solving skills.
• Ability to sit for long periods of time and to work alone, with others, and remain at work station.
• Ability to speak a second language will be considered an asset.

Why You’ll Love Working Here:

Hyatt fosters a culture of care and inclusion where colleagues are supported to succeed. Whether it’s career advancement, industry-leading benefits, or working with a team that values empathy and collaboration, we are ready to help you grow . If you’re ready to deliver exceptional service and exceed expectations, we’re ready for you.

Apply Today and start your journey with a brand that is redefining hospitality through care, compassion, and innovation. At Hyatt, you’ll not only build your career, you will also build a future.

Hyatt is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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