Guest Services Agent PT - Embassy Suites-LAX South

Guest Services Agent PT – Embassy Suites Los Angeles International Airport South

(Job Number: HOT0CD5E)

Embassy Suites by Hilton Los Angeles International Airport South, 1440 Imperial Avenue, El Segundo 90245

Part-time

The starting hourly wage is $20.00‑$22.00 per hour.

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.

• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Make appropriate selection of rooms based on guest needs, code electronic keys, non‑verbally confirm the room number and rate, promote and administer Hilton marketing programs such as Hilton Honors, and ensure the guest knows the location of their 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 accounting for services provided by the hotel. Assist guests with checkout payments or charges, 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 and 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 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 or insufficient heating or air conditioning. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps using experienced judgment and discretion.

• Demonstration of Hilton values:
  Hospitality, Integrity, Leadership, Teamwork, Ownership, Now.
• 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.
• Effective dealing with internal and external customers, requiring high levels of patience, tact, and diplomacy.
• Clear reading, listening and communication skills in English, both verbally and in writing.
• Accurate input of information using a moderately complex computer system.

• Access to pay when needed through Daily Pay.
• Health insurance.
• Career growth and development opportunities.
• Team Member Resource 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.

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.