Guest Services Agent - Embassy Suites-LAX South

Job Description - Guest Services Agent FT - Embassy Suites-LAX South (HOT0C7EM
)

Embassy Suites Los Angeles Intl Airport, 1440 Imperial Avenue, El Segunda 90245

Embassy Suites by Hilton Los Angeles International Airport South is currently hiring an energetic, enthusiastic Guest Services Agent eager to serve our guests! This role is responsible for greeting and registering guests, providing prompt and courteous service, checking guests out of the hotel, resolving guest challenges throughout their stay, upgrading guests as required, promoting hotel services, amenities, and upselling products to guests in the hotel's continuing effort to deliver outstanding guest service and financial profitability.

As a Guest Services Agent you will be responsible for the following tasks to the highest standards:

• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate, making appropriate selection of rooms, coding electronic keys, non-verbally confirming the room number and rate, promoting and administering Hilton marketing programs such as Hilton Honors, ensuring guests know location of room, and arranging for a team member to accompany guests to the room.
  
  Provide a welcome packet containing room keys, tokens of appreciation, gifts, etc.
• Ensure rooms and services are correctly accounted for within the guest statement, properly account for services provided by the hotel, assist guests with check-out payments or charges, and accept and record vouchers, credit, traveler’s checks and other forms of payment.
• Greet customers immediately with a friendly and sincere welcome, use a positive and clear speaking voice, listen and understand requests, respond with appropriate action and provide accurate information such as outlet hours, special VIP programs, events, etc.
• Receive special requests from guests, respond appropriately or forward requests to appropriate team members for decisions and actions.
• Promptly answer the telephone and email inquiries, input messages into the computer and advise other team members of special guest needs, retrieve messages and communicate the content to the guest, retrieve mail, packages and facsimiles or other special items for customers as requested.
• Field guest complaints, conduct thorough research to develop the most effective solutions and negotiate results, listen and extend assistance 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, and plan and implement detailed steps using experienced judgment and discretion.

The starting hourly wage is $20.00-$22.00 per hour and is based on applicable and specialized experience and location.

We look for demonstration of the following values:

• H Hospitality - Passionate about delivering exceptional guest experiences.
• I Integrity - Do the right thing, all the time.
• L Leadership - Leaders in our industry and in our communities.
• T Teamwork - Team players in everything we do.
• O Ownership - Owners of our actions and decisions.
• N Now - Operate with a sense of urgency and discipline.

In addition, we look for the following key attributes:

• Ability to arrive to work on time and when scheduled.
• Considerable skill in using a calculator to prepare moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, some requiring high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
• 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.

• Access to pay when you need it through Daily Pay.
• Health Insurance.
• Career growth and development.
• Team Member resources groups.
• Recognition and rewards program.
• Best-in-Class Paid Time Off (PTO).
• Supportive parental leave.
• Employee Stock Purchase Program (ESPP) - purchase Hilton shares at 15% discount.
• Debt‑free education:
  Access to a wide variety of educational credentials and more.

* Please note, benefits may vary depending on the classification and union status of the position.

Embassy Suites by Hilton - LAX South is an Equal Opportunity Employer - M/F/Veteran/Disabled/Sexual Orientation/Gender Identity. The Employer will consider qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chance Initiative for Hiring.

EOE/AA/Disabled/Veterans

Full-time

Guest Services, Operations, and Front Office