Guest Service Agent

Overview

Be a part of the newest luxury hotel in downtown LA, Conrad Los Angeles! As part of the billion-dollar project, The Grand LA, this is the 7th Conrad Hotel in the U.S. and the 1st in California. Located in Downtown LA’s cultural corridor, Conrad Los Angeles is the city’s newest luxury destination, featuring over 300 rooms, a world-class spa, a 16,000-square-foot rooftop pool deck, 12,000 square feet of event space, and three dynamic dining experiences—including our signature restaurant, San Laurel,
all in partnership with Chef Jose Andres' award-winning restaurant group, Jose Andres Food Group .

Want to get an inside look? Take a virtual tour.

In this role as a Guest Services Agent you will be responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service.

• Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate. Promotes and administers Hilton Marketing Programs such as Hilton Honors, for arriving guests. Ensures guest knows location of room and arranges for team member to accompany guest to room.
  
  Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.
• Ensure rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guest with check out payments or charges. Accepts and records vouchers, credit, traveler's checks, and other forms of payment. Converts foreign currency at current posted rates.
• Greets customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.
• Receives special requests from guests and responds appropriately or forwards requests to appropriate team members for decisions and actions.
• Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested.
• Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgement and discretion.

The ideal candidate will have a minimum of (1) year of hotel guest services experience required. A minimum of (2) years of prior guest facing role experience preferred. Prior hospitality experience and or Luxury hospitality experience is preferred. Hilton OnQ experience is preferred. A high school diploma or equivalent is required. Four-year college degree preferred with emphasis on foreign languages. The ideal candidate must possess considerable skills in the use of a calculator to prepare moderately complex mathematical calculation without error.

Ability to effectively deal with internal and externals customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts. This involves listening to the nature of the concern, demonstrating empathy with the customer and providing positive and proactive solutions. Ability to read, listen and communicate effectively in English, both verbally and in writing.

Ability to access and accurately input information using a moderately complex computer system. Ability to work a flexible schedule including nights, weekends and holiday shifts required. Proficient with Microsoft Word, Excel and PowerPoint. Ability to bend, stoop,…