Guest Service Agent

Location

California 6360 Canoga Avenue Woodland Hills, CA 91367, USA

ROP: $20.32 plus competitive medical benefits and great hotel travel discounts

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.

Front Desk Supervisor, Front Office Manager

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.

• High school graduate. Some college preferred
• 2+ years customer service experience
• RBS Certification required (accessible online)

• Ability to read, comprehend and write instructions, correspondence and memos.
• Ability to communicate verbally (including telephone contact) with Guests, management and co-workers.

• Previous OnQ experience preferred.

• 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.

• 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.

• 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 interact with people, particularly in resolving complaints and problems.

• 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…