Guest service agent

JOB OVERVIEW

To provide our guests with excellent hospitable service at the Front Desk from making the guest reservation to overseeing and ensuring a seamless guest departure.

REPORTS TO

Front Desk Supervisor, Front Office Manager

ROP: $19.73/Hourly

WORK HOURS

Associate will be required to work day/and or evening shifts, weekdays and weekends and holidays. Some overtime may be required, depending on business levels

EDUCATION/EXPERIENCE

• High school graduate. Some college preferred

• Must have 1-2 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.

ESSENTIAL JOB DUTIES

• Welcome and register guests expeditiously, provide information to guests as needed, obtain identification and credit/check approval as directed by hotel policy. Verify rate and departure date. Confirm and modify information required to complete the registration process as per hotel procedures.

• 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. Authorize revenue allowances as allowed by hotel policy.

• 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.

PHYSICAL REQUIREMENTS

The frequency codes assigned in these job descriptions are:

Rarely less than 1%

Occasionally 1-33%

Frequently 34-65%

Constantly 66-100%

SITTING: Rarely.

STANDING/WALKING: Constantly on a variety of surfaces (carpet, tile, granite, etc.)

CROUCHING (BENDING AT KNEES): Occasionally. Lifting and completing tasks performed at low levels.

KNEELING/CRAWLING: Occasionally. Lifting and completing tasks performed at low levels.

STOOPING (BENDING AT WAIST): Frequently. Lifting and completing tasks at different levels.

TWISTING/TURNING AT KNEES, WAIST & NECK: Frequently.

CLIMBING: Occasionally.

LEG/FOOT USE: Occasionally.

REACHING (OVERHEAD/EXTENSION): Occasionally. Lifting and completing tasks at different levels.

HANDLING/GRASPING: Constantly.

FINGERING/FEELING: Constantly.

PUSHING/PULLING: Frequently.

LIFTING/CARRYING: Frequently lifting/moving up to 10 pounds. Occasionally lifting/moving up to 25 pounds.

SPEECH REQUIREMENTS: Constantly required to speak to others in person and on the telephone.

HEARING REQUIREMENTS: Constantly required to listen to others in person and on the telephone.

VISION: Constantly required to see up close and ability to adjust focus. Occasionally required to see distances.

WORKING CONDITIONS

Exposure to chemicals, noise, vibrations: Exposure to basic cleaning supplies; moderate to moderately high noise conditions of a busy hotel lobby.

Operation of equipment/tools/vehicles: Equipment to include computers and printers, 10 key calculator, telephone, fax, copier, etc.

Work is mostly indoors, protected from weather, but not necessarily inside temperature changes.

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 to let us know the nature of your request.

Experience

Preferred

• 1-2 years customer service experience

Education

Preferred

• Some college or better
• High School or better

Licenses & Certifications

Preferred

• CA RBS Training
• Hilton University

Skills

Preferred

• Teamwork
• Conflict Resolution
• Customer Service

Behaviors

Preferred

• Loyal: Shows firm and constant support to a cause
• Dedicated: Devoted to a task or purpose with loyalty or integrity
• Team Player: Works well as a member of a group
• Enthusiastic: Shows intense and eager enjoyment and interest

Motivations

Preferred

• Self-Starter: Inspired to perform without outside help
• Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)