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Front Desk Associate

2 months ago

Woodland Hills, California, United States Hilton Woodland HillsLos Angeles Full time
Job Title: Guest Service Agent

Job Summary: We are seeking a highly skilled Guest Service Agent to join our team at Hilton Woodland Hills/Los Angeles. As a Guest Service Agent, you will be responsible for providing exceptional customer service to our guests, ensuring their stay with us is memorable and enjoyable.

Key Responsibilities:

  • Welcome and register guests expeditiously, providing information as needed, and obtaining identification and credit/check approval as directed by hotel policy.
  • Check departing guests out of the hotel as per hotel procedures.
  • Answer all guest questions accurately and resolve problems in a timely manner, ensuring guest satisfaction.
  • Resolve guest problems and complaints.
  • Sell guest rooms, food & beverage outlets, and seasonal hotel promotions.
  • Review Front Desk log when coming on shift and record pertinent information as needed throughout shift.
  • Post charges to individual room or master account.
  • Complete tasks on daily checklist.
  • Communicate with other hotel departments to maintain a high level of guest satisfaction.
  • Adhere to guest safe deposit box procedures.
  • Adhere to policies regarding handling of employee's cash bank.
  • Reconcile all charges and cash received during shift and prepare drop. Have drop witnessed.
  • Sell Hilton Rewards Program to guests.
  • Process mail, messages, faxes, and packages.
  • Responsible for knowledge of groups and functions in the Hotel on a daily basis.
  • Notify management of any pertinent information related to shift activities.
  • Ensure all equipment is in operation order and all supplies are up to par. Report equipment that needs repair or supplies that need to be ordered.
  • Be familiar with the operating procedures of all other areas of the hotel, cooperating fully and in a friendly manner with those areas to assure customer satisfaction.
  • Be a Team Player and encourage the teamwork attitude among staff.
  • Attends department and inter-departmental meetings.
  • Notify management of any pertinent information related to shift activities.
  • Be knowledgeable in all hotel emergency procedures.
  • Ensure areas are free of safety hazards and performs all duties in a safe and efficient manner.
  • Ensures total guest satisfaction.
  • Follow supervisor's instructions and performs other duties as directed or assigned.

Requirements:

  • High school graduate. Some college preferred.
  • 2+ years customer service experience.
  • Previous front desk agent experience preferred.
  • RBS Certification required (accessible online).

Language Skills:

  • Ability to read, comprehend, and write instructions, correspondence, and memos.
  • Ability to communicate verbally (including telephone contact) with Guests, management, and co-workers.

Computer Skills/Experience:

  • Previous OnQ experience preferred.

Mathematical Skills:

  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
  • Ability to compute rate, ratio, and percent.

Reasoning Ability:

  • Ability to apply common sense understanding to carry out instructions.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Ability to interpret basic technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Essential Skills:

  • Ability to follow all appropriate policies and procedures while constantly striving to improve all standards of operation.
  • Ability to follow safety and security procedures and will not pose a direct threat to the health/safety of self or others.
  • Ability to plan, prioritize, organize, maintain concentration, and complete all work assigned.
  • Ability to focus attention to performance of tasks despite frequent, stressful, or unusual interruptions.
  • Ability to communicate calmly with irate Guests, co-workers, or supervisors in sometimes tense situations.
  • Ability to perform job functions with minimal supervision.
  • Ability to work cohesively with co-workers as part of a team.
  • Treat co-workers and guests with courtesy, friendliness, and respect and provide responsive service.
  • Ability to meet or exceed productivity and performance standards and complete tasks as assigned by supervisor or manager.
  • Ability to understand and carry out instructions in verbal, written, or diagram form.
  • Ability to understand Guests' service needs.
  • Ability to adhere to work schedule and arrive on time in a neat and alert condition and adhere to company dress standards.
  • Ability to follow all appropriate policies and procedures while striving to improve all standards of operation.
  • Ability to interact with people, particularly in resolving complaints and problems.

Work Environment:

The Hilton Woodland Hills/Los Angeles provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. If you need accommodation for any part of the employment process because of a medical condition or disability, please send an e-mail to maribelp@hiltonwh.com to let us know the nature of your request.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Ordinance and the California Fair Chance Act.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities