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Guest Services Representative

2 months ago

Los Angeles, California, United States The Hollywood Roosevelt Full time

Position Title:
Front Desk Agent

Department:
Front Office

Reports To:
Front Office Manager

FLSA Status:
Non-Exempt

About The Hollywood Roosevelt

Established during the Golden Era, The Hollywood Roosevelt stands as a landmark hotel situated on the Hollywood Walk of Fame, embodying the essence of classic Hollywood.

Constructed in 1927, this hotel has welcomed numerous stars, offering a glimpse into Hollywood's illustrious past while providing guests with an authentic experience reflective of its rich history and legacy. Experience a modern twist on a Hollywood classic.
Position Summary

The primary responsibility of a Front Desk Agent is to deliver exceptional customer service while guiding guests through the check-in and check-out processes.

This role demands a blend of style and service attributes that are essential for fostering a positive guest experience.
Pay Type: Hourly
Rate: $25.00
Essential Duties And Responsibilities
  • Check guests in while ensuring accurate credit card information is received.
  • Collect precise payments from guests and ensure accurate postings to the property management system for all room charges.
  • Manage a cash bank in accordance with hotel policies and procedures.
  • Answer telephone calls professionally and promptly address any guest needs or requests.
  • Communicate thoroughly and professionally with all departments regarding guest requirements.
  • Maintain comprehensive knowledge of all hotel offerings, operational hours, and in-house events.
  • Be well-informed about the local area and its attractions.
  • Conduct oneself in a professional manner, aware that all actions and communications are visible to guests.
  • Ensure the cleanliness of the Front Desk area and maintain an orderly and well-stocked workspace.
  • Complete assigned tasks during each shift, including daily cash handling and closing procedures.
  • Uphold a high level of confidentiality regarding all guest information.
  • Adhere to appearance and uniform standards.
  • Foster positive communication and teamwork with all colleagues and supervisors.
  • Address all guest service issues promptly and professionally.
  • Follow all policies and procedures established by the hotel.
  • Deliver outstanding customer service efficiently while acknowledging and greeting guests.
  • Perform other duties as assigned.
Knowledge And Skills
  • Ability to execute assigned tasks with attention to detail, speed, accuracy, courtesy, and cooperation.
  • Strong interpersonal skills and the capacity to collaborate effectively with colleagues and the public.
  • Proficiency in performing mathematical calculations accurately.
  • Familiarity with Opera PMS and Micros POS is preferred.
  • Ability to present information effectively and respond to inquiries from guests and the general public.
  • Working knowledge of hotel RMS and GDS systems is preferred.
  • Ability to foster morale and group commitment to goals and objectives.
  • Exhibit sound judgment in decision-making processes.
  • Prioritize and plan work efficiently.
  • Observe and implement all safety and security protocols.
  • Meet deadlines amidst frequent changes and unexpected events.
Education And Work Experience

A high school diploma or equivalent; one year of prior customer service experience and/or training; or a combination of education and experience.

Previous experience in the hospitality industry is preferred.
Certificates, Licenses and Registrations

None required.

Supervisory Responsibilities

None.

Physical Demands

The physical demands outlined here are representative of those that must be met by an employee to successfully perform the essential functions of this role.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this position, the employee is required to stand, sit, or walk for extended periods.

The employee may frequently need to stoop, kneel, and crouch throughout the shift (eight hours or longer).

The employee must use hands to handle or feel, reach with hands and arms, and may need to stoop, kneel, crouch, or crawl.

The employee must frequently lift and/or move up to 50 pounds without assistance.
Qualifications

To succeed in this role, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Must be detail-oriented, possess strong organizational and time management skills, and be able to multitask. Flexibility to work a varied schedule, including weekdays, weekends, holidays, and nights is essential.

Language Skills

Ability to read and interpret documents such as hotel communications, operating manuals, and documents related to Front Office computer systems.

Ability to effectively present information and answer questions in one-on-one and small group settings to customers, clients, and other employees.

Reasoning Ability And Computer Skills

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to handle problems involving several concrete variables in standardized situations. Proficiency in using Opera is essential.

Work Environment

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this role.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to meet the business needs of the hotel.

Attendance at all scheduled training sessions and meetings is mandatory.

This job description is not an exhaustive list of all functions that an employee in this position may be asked to perform from time to time.

EOE/M/F/D/V

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