Where: Los Angeles (United States)
Extent of Work: Full Time
Click here to apply in English
JOB SUMMARY: Responsible to the Front Desk Agent for efficient and effective operation of the hotel’s Front Desk. Works as a team with fellow Front Desk Guest Service Agents to achieve established goals and objectives established by management. Ensures total guest satisfaction.
COMPENSATION AND BENEFITS:
Compensation: Commensurate with abilities and experience
Other Benefits: Tripadvisor Bonus Plan, Tour Commissions, Vacation Pay, Sick Day Pay, Holiday Pay, AHLA Professional Training and Certification, Medical and Dental Insurance, Vision Exams and Free Eyeglasses, Free Parking, Free Uniforms and Dry Cleaning, Electric Vehicle Charging, Metro Pass, Smart Phone Allowance, Free Use of Fitness Center and Swimming Pool, Smoke Free Environment.
Education: Associate or Bachelor degree preferred.
Experience: Minimum of one-year working as a hotel service agent or hotel experience, including handling cash, accounting procedures, social media and general administrative tasks preferred.
Language: Fluent in English is required. Big Plus if candidate is bilingual in Spanish, Portugese, Japanese, Mandarin, German, Swedish, French, Italian, Russian, and Korean.
TOOLS & EQUIPMENT:
Telephone (PBX), Calculator, Computer (MS Outlook, MS Word, MS Excel, PMS, Internet), Facsimile, and other office equipment. Knowledge of Visual Matrix PMS, Newmarket Delphi, Micros POS, Travelclick/EzYield, Sabre/Synxis GDS, Saflok RFID Key System, Sonify PPV System, NationBuilder or Constant Contact, Graphic Design (Photoshop), Social Media sites (Youtube, Facebook, Instagram, etc.) and OTA Extranets preferred.
Light work standing and walking frequently for up to entire work shift. Exerting up to 10 pounds of force occasionally, up to 20 or more pounds occasionally, exerting a negligible amount of force frequently, including constantly to reach, lift, carry, push, pull, grasp, manipulate or otherwise move objects i.e. pieces of paper, files and binders. Frequent use of computer keyboard (fingering) and computer mouse, near and far acuity (vision), hearing, talking. occasional frequency of bending, squatting, twisting and turning. As a seasonal property, long hours during peak periods sometimes required. Mandatory work days – Wednesday – Sunday or Saturday – Wednesday. Shifts are from 7am-3pm and/or 3pm-11pm
MENTAL ABILITIES & REQUIREMENTS:
Demonstrates predictable, reliable and timely attendance.
Follows written and verbal directions, and complete assigned tasks on schedule.
Learns from directions, observations and errors, and apply procedures using good judgment.
Works independently or as part of a team, including ability to interact appropriately with others.
Works with supervision, receiving instructions/feedback, coaching/counseling and/or discipline.
Conveys information and ideas clearly.
Evaluates and selects quickly and accurately among alternative courses of action.
Works well in stressful, high-pressure situations.
Is effective at listening to, understanding, and clarifying issues raised by coworkers and guests.
Is effective in anticipating, preventing, identifying and solving problems as necessary.
Understands financial/statistical data, and work with it using basic arithmetic functions.
Is a positive role model for other staff members.
Other abilities, skills, knowledge: Computer literacy, Online Research
DRESS CODE: A professional appearance and groomed, including nametag is required at all times.
Accepts coordination, direction and delegation of the duties from Front Office Manager and/or Manager on Duty.
Help train new front desk employees as appropriate.
Forecasts business trends and provides reasoning and cures for situations where improvement is needed.
Leads fellow employees to be productive, motivated and provide excellent customer service.
Consistently evaluates the job performance of self.
Maintains good working relationships and communications with all departments
Maintains control of the master key(s).
Verifies accurate room status information is maintained and properly communicated.
Resolves guest complaints and problems quickly, efficiently and courteously within 24 hours, via email, telephone or in person.
Answers guest emails and questions quickly, efficiently and courteously within 15 minutes, via email, telephone or in person.
Updates, maintains, monitors and prepares group information and requirements, including relaying the appropriate information to relevant departments.
Reviews and completes credit limit report.
Schedules according to hotel and department forecast.
Answers telephone and makes reservations according to Signature Training guidelines.
Checks guests in and out, verifies banks and deposits at the end of each shift.
Audits to ensure cash drop deposits into the safe are accurate and follows all cash handling policies.
Enforces all cash-handling and credit policies.
Attends regular meetings with all personnel in the Front Office department, including communicating relevant information on the hotel’s direction and gives feedback to management for any improvements.
Wears proper uniform(s) and name tag, wears them properly, and follows uniform regulations.
Comes to work motivated to provide excellent customer service.
Follows standards of service and job performance developed for Front Desk department.
Follows formal training programs and checklists for all employees.
Reviews the daily, weekly and monthly accounting and management reporting for the hotel, including night audit reports.
Participates in revenue/yield management efforts for the property.
Ensures compliance with all Company Policies and Procedures for Human Resources, Communications, etc., including the Employee Handbook.
Communicates with housekeeping and maintenance departments for guest requests and needs. Updates room status in the Property Management System (PMS).
Reads ALL online reviews with 48 hours on Tripadvisor.com, Expedia.com, Hotels.com, Orbitz.com, Travelocity.com, Wotif.com, Booking.com, and any other websites where guest reviews are posted and helps respond to any negative reviews.
Required to participate in online training programs for front desk certifications with American Hotel & Lodging Association Educational Institute (AHLAEI).
Supervises bellman/houseman and helps with guest baggage handling and storage as needed.
Accepts and tracks mail/packages for guests in a secure place.
Assisting guests with directions, translation, printing boarding passes, venue tickets or any other guest documents, etc.
Periodically greets guests throughout the hotel including the breakfast area, bar and lounge, courtyard amd pool area with small treats.
Occassionally posts with pictures with guests to Hotel’s social accounts ( ie. Facebook, Twitter )
Makes effort to obtain guests email addresses and enter them in PMS when needed.
Work Weekends – Saturday and Sunday.
Follows hotel’s Non-Smoking policy when on premises.