Hotel Front Desk Agent

Anaheim Majestic Garden Hotel provides an atmosphere and culture that is inclusive, welcoming, and encouraging for all team members. We offer opportunities for advancement, team member recognition, and engaging company events. The hotel is committed to being generous, thoughtful, playful, and creative in interactions with guests and team members.

Responsibilities

• Provide enthusiastic, friendly, courteous, and gracious assistance to all guests and fellow employees, maintaining this level of service at all times.
• Accommodate guests' needs by providing personalized and individual assistance in arranging required services to ensure a positive guest experience.
• Initiate friendly conversation with guests and respond to all guest questions, problems, or needs quickly and efficiently, taking personal responsibility to meet or exceed expectations.
• Registration and Check-Out:
  • Count bank and organize the front desk for check-ins.
  • Use the Front Office Property Management System (Opera).
  • Greet and welcome guests with a genuine smile, welcoming body language, and hospitable tone.
  • Establish payment method during check-in, check photo ID, and secure authorization for credit cards.
  • Use effective sales techniques, including up-selling.
  • Check guests into their rooms and assist with any additional needs.
  • Process guest check-outs, bid guests farewell, and invite them to return.
• Administrative Duties:
  • Prepare and use an arrivals list.
  • Block and unblock rooms, process room changes.
  • Post guest charges and payments, adjust disputed charges.
  • Reconcile room status with the PM Housekeeping Report.
  • Maintain a guest information directory and update area changes.
  • Complete shift checklists and file them when finished.
  • Responsible for bank, including reporting discrepancies.
  • Issue and control keys, perform bucket checks.
• Additional Guest Services:
  • Prepare maps and provide directions.
  • Assist guests with special requests.
  • Respond to questions about hotel facilities and events.
  • Inform guests about hotel amenities, including Hanagi, Bistro, Deli/Gift Gallery, Lounge, Room Service, Pool, Game Room, Disney Shuttle, in-room safe, and voicemail.
  • Handle guest service problems and follow guest privacy and security procedures.
  • Process wake-up calls, guest reservations, mail, packages, and faxes.
  • Use the copy machine.
  • Arrange and assist guests with tour information, bookings, and car rental referrals according to hotel policy.
  • Ensure guest satisfaction and communicate with management in case of problems.
  • Demonstrate knowledge of emergency procedures and daily hotel functions/events.
  • Maintain cleanliness and orderliness of the front desk area, ensuring it is well-stocked.
• Supportive Functions:
  • Maintain the front desk area in a clean and orderly state to project a favorable image of the hotel.
  • Perform other duties as requested or assigned by hotel management.
  • Complete all duties in a timely and efficient manner in accordance with company policies.
  • Provide customer service, including information about hotel services, activities, and local attractions.

Requirements

• High school graduate or equivalent preferred but not necessary.
• Prior front office or travel industry experience preferred; Opera System experience is a plus but not required.
• Ability to work varying schedules, including nights, weekends, and holidays, due to the 24/7 nature of the hospitality industry.
• Regular attendance is essential to successful performance.

Benefits

• Part-Time Benefits (eligibility after 30 days):
  • Medical, dental, and vision coverage: Company covers 75% of the premium for family medical/vision (Kaiser) and dental (MetLife).
• Company-paid life insurance and accidental death and dismemberment coverage through Hartford, including an Employee Assistance Program and Travel & ID Theft Protection.
• Generous paid time off (vacation, sick, and bereavement).
• 401K program.