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Guest Services Representative

2 months ago

Irvine, California, United States Sage Hospitality Full time

About Us:

The Embassy Suites Irvine Orange County Airport is strategically located in the vibrant heart of Orange County, renowned for its accessibility to the Orange County Airport. Embracing the Southern California lifestyle, we are conveniently situated near attractions such as OC Great Park, Newport & Laguna Beach, and Disneyland & California Adventure Parks. Our commitment lies in providing exceptional service to our guests from diverse backgrounds.

We foster a dynamic, inclusive, and closely-knit team that thrives on creating remarkable experiences for both our guests and fellow associates.

Benefits:

  • Global Hilton Hotel discounts
  • Comprehensive medical, vision, and dental insurance (for full-time employees)
  • 401(k) plan (for full-time employees)
  • Daily lunch provided

At Sage, we cultivate a culture of belonging. Our team members serve with creativity and passion, executing unforgettable experiences while taking pride in our communities. We set new benchmarks in hospitality.

Position Overview:
As a Front Desk Agent, you will respond professionally and courteously to guests arriving, departing, and currently staying at the hotel, providing accurate and timely information and services. You will handle telephone and in-person inquiries regarding reservations, hotel details, and guest concerns.

Key Responsibilities:

  • Welcome guests and complete established check-in procedures daily, utilizing both manual and computerized methods to ensure guest satisfaction and room assignments.
  • Facilitate guest departures (check-outs) daily by adhering to established manual and computerized procedures to finalize guest accounts and prepare rooms for the next guests.
  • Accurately calculate and post payments, receipts, guest accounts, and other forms of credit, ensuring timely and precise hotel charges upon check-out while maintaining accurate hotel records.
  • Respond to inquiries and accept reservations in person and over the phone, effectively communicating hotel rates and information while employing suggestive selling techniques to enhance occupancy and revenue.
  • Maintain positive customer relations by staying informed about all in-house and local events to provide timely and knowledgeable responses to questions and concerns.
  • Operate PBX equipment to manage incoming calls, assist with outgoing calls, schedule wake-up calls, and page guests, ensuring efficient service delivery.
  • Manage cash transactions at the front desk, maintaining full responsibility for personal bank as outlined by hotel banking policies.
  • Exhibit a friendly, cheerful, and courteous demeanor at all times.

Qualifications:
Education:
High School diploma or equivalent required.

Experience:
No prior experience required.

Knowledge and Skills:

  • High school graduate level mathematical aptitude, knowledge of standard cash handling procedures, and familiarity with computerized cash register systems.
  • Experience in direct public interaction and a general understanding of basic customer service skills.
  • Fluency in oral and written English is essential.
  • Ability to use tact and understanding when addressing various customer service challenges, including stressful situations.
  • Strong organizational skills and attention to detail, particularly when managing multiple tasks.

Physical Requirements:
The physical demands described are representative of those that must be met by an associate to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

  • Ability to read written communications and operate a monochrome computer screen.
  • Proficient in using computers, calculators, and telephone keypads for cash handling and paperwork processing.
  • Capable of understanding and following verbal/written instructions, managing multiple tasks simultaneously, and communicating effectively both verbally and in writing.
  • Majority of the shift involves standing; bending and kneeling are required for filing.
  • Mobility to reach all areas of the hotel to assist clients.
  • Occasional lifting and carrying of files and office items up to 25 lbs.

Work Environment:
Prolonged standing at an indoor, climate-controlled workstation under fluorescent lighting. The majority of work is conducted indoors.

Salary:
USD $18.00 /Hr.