Guest Service Agent

SW Hotel Management is seeking an on-site Guest Service Agent in Los Angeles, CA to support front desk operations, guest services, and on-property cashiering.

Responsibilities

• Deliver attentive, courteous, and efficient guest service
• Check guests in and out of the hotel
• Provide a welcoming attitude and respond to service questions and requests
• Collect monies for services rendered during a guest’s stay
• Handle departmental accounting, including monies, receipts, guest accounts, and other forms of credit
• Post charges, complete cashier’s report, and prepare deposits
• Balance the bank daily
• Issue, control, and release guest safe-deposit boxes
• Confirm credit and payment method at check-in and confirm full payment at check-out
• Follow company policies and procedures
• Complete side work and cleaning duties per standards
• Review rooms inventory and House Count for availability and rates
• Maintain and understand special guest programs and franchise-related programs
• Conduct daily bank drop with a witness and according to standards
• Run the daily arrival report and identify any special requests
• Maintain a clean and organized work area at all times
• Maintain proper key control on a daily basis
• Distribute faxes, packages, and mail to guests for delivery, or notify guests of receipt as necessary
• Distribute billing reports to hotel outlets
• Block large group check-ins and motor coach tours, and inform Housekeeping of any changes
• Check with Management prior to end of shift
• Maintain thorough knowledge of outside venues and directions
• Use full understanding of the Front Desk system for all guest services
• Perform other duties as requested by management
• Attend meetings and training as required by management

Requirements

• High School diploma or equivalent and some customer service experience preferred
• Strong computer skills and financial knowledge preferred
• Long hours sometimes required, including nights and weekends
• Ability to be on your feet throughout most of the entire shift
• Light work: exerting up to 30 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects
• Ability to convey information and ideas clearly, both orally and in writing
• Ability to work well in stressful, high-pressure situations
• Ability to evaluate and select among alternative courses of action quickly and accurately
• Effective problem-solving, including anticipating, preventing, identifying, and solving problems
• Effective listening skills to understand and clarify concerns raised by team members and guests
• Ability to assimilate complex information and data from disparate sources and adjust or modify to meet constraints
• Ability to prioritize departmental functions to meet due dates and deadlines
• Ability to work with financial information and data and perform basic arithmetic

Shift & Employment Details

• Shifts: Varies (PM/Overnight)
• FLSA Status: Non-Exempt
• Salary: USD 26 - 26 per hour
• Location: Los Angeles, CA (on-site)

Reports To

• Director of Revenue Management / Front Office Operations & Assist Front Desk Managers / Supervisors