Front Desk Agent

Job Description

Job Description

Job Overview

Check-in / check-out hotel guests in a timely and professional manner; process all payments according to established procedures.

Duties and Responsibilities

• Welcome guests in a friendly, prompt, and professional manner.
• Provide warm, knowledgeable assistance to guests to ensure an effortless and memorable experience.
• Support Concierge, Bell person. Responsibilities will range from dinner reservations, transportation assistance, gift suggestions, hotel referrals, and more.
• Register guests, issue room keys, provide information on hotel services and room location. Answer phones in a prompt and courteous manner.
• Up-sell rooms where possible to maximize hotel revenue.
• Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting / securing assigned bank.
• Issue, control and release guest safe-deposit boxes.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Respond appropriately to guest complaints. Make appropriate service recovery gestures in order to ensure total guest satisfaction.
• Promote teamwork and quality service through daily communications and coordination with other departments.
• Perform other duties as assigned to provide genuine hospitality and to meet the Hilton Brand standard.

Qualifications and Requirements

High School diploma or equivalent. Excellent communications skills, strong knowledge of the Los Angeles area, and the desire to help and assist others. Background in Front Desk, customer service, and / or hospitality is preferred. Other languages preferred.

This job requires the ability to perform the following :

Essential :

Basic math skills are used frequently.

Physical Requirements

Sitting, walking, climbing stairs, standing, crouching, bending, stooping, grasping, pushing, pulling, near vision, far vision, hearing, talking, smell, taste, travel, and lifting weights up to and including 25 lbs. may be required.

Safety Requirements

Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The hotel will provide the required PPE. Team members will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your manager.

Grooming

All employees must maintain a neat, clean, and well-groomed appearance. Specific uniform guidelines and / or required articles of clothing will be explained to you as part of the orientation process.

Schedule

The work schedule is based on the demands of the business. AM, PM, nights, overnights, weekends, and / or holiday availability are required.

Standard Specifications

Requirements are representative of minimum levels of knowledge, skills, and / or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees, or guests.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an "at-will" employment relationship.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. This position is classified as non-exempt (per the Fair Labor Standards Act) and is subject to overtime in accordance with Federal and State Regulations.