Guest Services Representative

2 weeks 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

Steeped in history and located on the iconic Hollywood Walk of Fame, The Hollywood Roosevelt is a legendary hotel that embodies the essence of classic Hollywood.

Established in 1927, this hotel has welcomed numerous stars and continues to provide an authentic experience reflective of Hollywood's rich legacy. Experience a modern take on a timeless classic.
Position Summary

The Front Desk Agent plays a crucial role in delivering exceptional customer service while guiding guests through their check-in and check-out experiences.

This position demands a blend of style and service skills essential for fostering a positive guest experience.
Compensation
Pay Type - Hourly
Rate - $25.00
Key Responsibilities
  • Facilitate guest check-ins, ensuring accurate credit card processing and information verification.
  • Process payments accurately and manage account postings for all room charges using the hotel’s system.
  • Adhere to hotel policies for cash management.
  • Answer phone calls professionally and respond promptly to guest inquiries.
  • Maintain clear communication with all departments regarding guest needs.
  • Stay informed about hotel offerings, operational hours, and events.
  • Possess knowledge of the local area to assist guests effectively.
  • Uphold a professional demeanor, aware that actions are visible to guests.
  • Ensure the Front Desk area is clean, organized, and well-stocked.
  • Complete assigned tasks during each shift, including cash handling and closing procedures.
  • Maintain confidentiality regarding guest information.
  • Adhere to appearance and uniform standards.
  • Foster positive communication and teamwork with colleagues and supervisors.
  • Address guest service issues promptly and professionally.
  • Follow all established hotel policies and procedures.
  • Deliver outstanding customer service efficiently while greeting guests warmly.
  • Perform additional duties as assigned.
Knowledge and Skills
  • Detail-oriented with a focus on accuracy and efficiency.
  • Strong interpersonal skills for effective collaboration with team members and guests.
  • Ability to perform mathematical calculations accurately.
  • Familiarity with Opera PMS and Micros POS systems is preferred.
  • Capable of presenting information clearly and responding to guest inquiries.
  • Understanding of hotel RMS and GDS systems is advantageous.
  • Ability to inspire teamwork and commitment to shared goals.
  • Sound judgment in decision-making.
  • Effective prioritization and planning of tasks.
  • Adherence to safety and security protocols.
  • Ability to adapt to changing priorities and unexpected situations.
Education and Experience

A high school diploma or equivalent, with at least one year of customer service experience or relevant training.

Previous experience in the hospitality sector is preferred.
Physical Demands

This role requires standing, sitting, or walking for extended periods, as well as frequent bending and lifting of up to 50 pounds.

Qualifications

Successful candidates will demonstrate strong organizational skills, the ability to multitask, and flexibility in scheduling, including availability on weekends and holidays.

Language Skills

Ability to read and interpret various documents and effectively communicate with guests and team members.

Work Environment

The work environment is dynamic, reflecting the nature of the hospitality industry, with varying schedules based on business needs.

This job description is not exhaustive and may include additional responsibilities as needed.EOE/M/F/D/V

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