Guest Services Agent - Embassy Suites-LAX South

Job Description

Guest Services Agent FT - Embassy Suites Los Angeles International Airport South (Job Number: HOT0CD5D)

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

As a Guest Services Agent you will be 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 to deliver outstanding service and financial profitability.

• 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 confirms 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.
• Ensures rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guests with checkout payments or charges. Accepts and records vouchers, credit, traveler's checks and other forms of payment.
• Greets customers immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listens and understands requests, responds with appropriate action and provides accurate information such as 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.
• Fields guests complaints, conducting thorough research to develop the most effective solutions and negotiate results, listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy hotel activity. Plans and implements detailed steps by using experienced judgment and discretion.

We look for demonstration of the following values:

• H Hospitality – We're passionate about delivering exceptional guest experiences.
• I Integrity – We do the right thing, all the time.
• L Leadership – We're leaders in our industry and in our communities.
• T Teamwork – We're team players in everything we do.
• O Ownership – We're the owners of our actions and decisions.
• N Now – We operate with a sense of urgency and discipline.

In addition, we look for the demonstration of the following key attributes:

• Ability to arrive to work on time and when scheduled.
• Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, some of whom will require 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.

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

Hilton is proud to have an award-winning workplace culture. We support the mental and physical well-being of all Team members so they can thrive personally and professionally in a diverse and inclusive environment, thanks to innovative programs and benefits such as:

• Access to our 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.

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/Disability/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.

Full-time

Embassy Suites by Hilton

Guest Services, Operations, and Front Office