Front Desk Agent

FRONT DESK AGENT (MC)

Job Summary: Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay to meet Hollywood VOLUME's high standards of quality.

Duties and Responsibilities:

• Check arrivals list against correspondence to ensure that all information and documents are in order.
• Handle individual and group arrivals in accordance with the check in procedure.
• Ensure that shift checklists are up-to-date and finalized before the end of each shift.
• Ensure that individual and group departures are in accordance with the pre-arranged method of payment.
• Competent in handling all authorized forms of payment including the processing of foreign currency transactions.
• Provide guidance and assistance with directions, general information and advice on the hotel, the city and its surroundings, and follow up with guests when needed.
• Possess thorough product knowledge of room types, room positioning, current rates, facilities and services within the hotel. Able to offer and sell hotel amenities to the guests when required.
• Awareness of daily room availability to sell on an ongoing basis.
• Comply with Hotels regulations when completing internal banking procedures ensuring that the figures are correct and that all back-up documentation is attached.
• Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or reservation issues.
• Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
• Complete a thorough handover all arrivals/departures/special requests, etc. before ending shift.
• Receive and deal with all telephone and verbal inquiries, and ensure that all messages are taken and distributed in the correct manner.
• Maintain reception desk and general reception area in a neat and tidy manner at all times.
• Provide instruction and/or guidance for guest and colleague safety in fire or other emergencies.
• Maintain familiarity with all property functions and outlet operations to market property to guests in a positive manner. Directs guest flow through hotel giving assistance and directions to restaurant and other guest / client facilities.
• Show guest or potential guest show rooms and answer any guests questions.
• Have a sound knowledge of Hollywood and Los Angeles area and assist guests with directions if needed.
• Able to make and confirm reservations whether for the hotel or otherwise.
• Maintain the highest standard of appearance and social skills.

Physical Requirements:

• Must be able to stand and exert well-paced mobility for up to 8 hours in length.
• Must be able to exert well-paced ability to maneuver between functions occurring simultaneously.
• May be required to lift up to 20 lbs.
• Must have the ability to bend, squat and lift 20 lbs. on a regular basis.
• Must be able to bend, twist, stoop, squat, and stretch to fulfill tasks.
• Requires grasping, standing, walking, repetitive motions, bending, and climbing.

Qualifications

• Minimum of 1 year of customer service experience required
• Previous experience working in a luxury or lifestyle hotel environment preferred.
• Previous experience with Opera PMS preferred.

Salary : $27