Guest Services Representative, USC Hotel
2 weeks ago
Please review the Affirmative Action and Equal Opportunity Plan page for more details regarding your rights and obligations as a job candidate.
USC Auxiliary Services, a prominent division at The University of Southern California, is dedicated to enhancing the experience of over 65,000 students, athletes, faculty, staff, and visitors to our campuses each day.
Our innovative services, through six central business units (USC Bookstores, USC Hospitality, USC Housing, USC Transportation, the USC Hotel, and the Los Angeles Memorial Coliseum), collectively strive to create the best USC experience for future leaders, scientists, filmmakers, engineers, and doctors alike.
Auxiliary Services is committed to welcoming all visitors into the Trojan family.We are motivated by our dedication to uphold our six core values: Integrity, Excellence, Well-Being, Open Communication, Accountability, and Diversity, Equity, and Inclusion.
We are looking for a Front Desk Agent to join our dynamic team.The Opportunity:
As guests arrive or depart from the Hotel, they will depend on our front desk team to provide them with prompt and accurate information, delivered in a friendly and respectful manner.
We consistently aim to provide the best USC experience, and we hope that you can assist us in surpassing our guests' expectations.
The Responsibilities:
Welcome all guests upon arrival and ensure a swift, efficient check-in process, including verification of guests' identification, credit, and payment for their stay.
Review accounts and charges with guests during the checkout process.
Assist in pre-registration and room blocking for reservations. Take same-day and future reservations when necessary. Be knowledgeable about cancellation procedures.
Utilize suggestive selling techniques to promote room sales and other hotel services.
Collaborate closely with the housekeeping department, coordinating room status updates by notifying them of all check-outs, late check-outs, early check-ins, special requests, and day-use rooms.
Coordinate maintenance and repair requests and manage guests' room key storage. Thoroughly understand and adhere to proper credit, check-cashing, and cash handling policies and procedures. Perform cashier duties (i.e., bill and invoice settlement, posting charges to guest accounts, and conducting foreign currency exchanges).Respond to inquiries regarding hotel services and amenities, local dining, entertainment, and travel directions.
Assist with incoming calls through the PBX console in a courteous and professional manner, using standard phrases and routing to the appropriate department, guestroom, meeting room, or facility.
Employ proper telephone etiquette. Take messages and ensure their timely delivery. Follow proper procedures for handling mail, packages, and messages.Review and initial the daily pass-on log and bulletin board. Stay informed about daily activities and meetings in the hotel.
Handle all in-house calls and communicate guest comments, complaints, and requests to the appropriate managers.
Arrange tours, taxis, or other transportation, or restaurant reservations for guests upon request.
Report any unusual occurrences or requests to the assistant manager or manager on duty.
Perform other related duties as assigned or requested. The University reserves the right to add or change duties at any time.
The Qualifications:
Minimum Education:
High school diploma or equivalent.
Minimum Experience: 1 year. Combined experience/education may substitute for minimum education.
Minimum Field of Expertise:
Customer service.
Additionally, the successful candidate must demonstrate, through ideas, words, and actions, a strong commitment to USC's Unifying Values of integrity, excellence, diversity, equity and inclusion, well-being, open communication, and accountability.
What We Prefer:
Preferred Education:
Bachelor's Degree.
Preferred Experience: 2 years of experience in Hospitality and/or Hotel customer service.
The Trojan Family Rewards:
We take pride in creating the BEST USC EXPERIENCE, which begins with our employees. We offer a wide array of benefits and programs that support our staff and their families.
As an equal opportunity employer, USC values and promotes diversity and inclusion in the workplace. The work culture thrives on mutual respect, trust, and synergy among all of its members.
USC is home to great minds that transform the world with their talents and research. Will you be one? Join us.
FIGHT ON
The hourly rate range for this position is $21.50.
When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.
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