Guest Services Agent (PT) - Embassy Suites - LAX South

Responsibilities

• Complete Check-In Process: Input and retrieve data from the property management computer system to officially register arriving guests.
• Verify Details: Confirm critical reservation details, including the exact number of guests and the agreed-upon room rate.
• Strategic Room Assignment: Make thoughtful room selections based on specific guest preferences and needs.
• Secure Key Coding: Program electronic room keys accurately.
• Discreet Communication: Non-verbally confirm the room number and room rate during the check-in process to protect guest privacy.
• Loyalty & Marketing: Promote and administer the Hilton Honors program and other marketing initiatives to arriving guests.
• Orientation & Welcome: Ensure the guest knows exactly how to locate their room, arrange for a team member to accompany them if needed, and present their welcome packet (keys, amenities, gifts, etc.).
• Financial Precision & Check-Out Billing Accuracy: Ensure all rooms, taxes, and incidental services are correctly accounted for on the guest statement.
• Payment Processing: Assist guests with check-out payments. Securely accept and record various payment methods, including credit cards, vouchers, traveler's checks, and direct charges.
• Guest Relations & Communication: Sincere Welcomes: Greet every customer immediately with a friendly, positive, and clear speaking voice.
• Information Hub: Actively listen to guest requests and provide accurate details regarding outlet hours, special VIP programs, property events, and local information.
• Correspondence Management: Promptly and professionally answer telephone calls and email inquiries.
• Handling Deliveries: Retrieve and log mail, packages, faxes, or other special items for guests upon request.
• Problem Resolution & Service Recovery: Complaint Ownership: Field guest complaints (e.g., billing discrepancies, room temperature issues) by conducting thorough research to find the most effective, mutually agreeable solutions.
• Cross-Departmental Collaboration: Receive special requests and swiftly coordinate with other team members to ensure prompt execution.
• Composure Under Pressure: Remain calm, alert, and focused during emergency situations or periods of heavy hotel volume. Use experienced judgment and discretion to execute safety and service steps seamlessly.

Qualifications

• A passion for spreading the light and warmth of Hospitality.
• Acting with Integrity and always doing the right thing.
• Inspiring others through Leadership.
• A belief that Teamwork drives the best outcomes.
• A sense of Ownership and accountability.
• A focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.
• Ability to arrive to work on time and when scheduled.
• Considerable skill in the user 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.
• Experience: 1-2 years of prior guest services experience are preferred. Prior hospitality experience also preferred.