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Front Desk Agent

posted May 4, 2017

The Hyatt Regency Los Angeles International Airport
Los Angeles, CA
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496818 l

About This Job

The Front Desk Agent is responsible for providing the highest quality of service to guests in an attentive, courteous, and efficient manner, by checking guests in and out of the hotel. They provide a welcoming attitude and are proficient in all service questions and requests. Also responsible for collecting monies for services rendered during a guest’s stay.

  • Approach all encounters with guests and team members in a friendly, service-oriented manner.

  • Maintain regular attendance in compliance with Prism standards, as required by scheduling, which will vary according to the needs of the hotel.

  • Maintain high standards of personal appearance and grooming, which include a clean, pressed uniform and correct nametag when working.

  • Comply at all times with Prism standards and regulations to encourage safe and efficient hotel operations.

  • Must, at all times, be attentive, friendly, helpful and courteous to all guests, managers, and other team members.

  • Register guests into the hotel in a prompt and courteous manner, using Brand Standards and up selling techniques to maximize room rates.

  • Prepare for group check in and out and VIP arrivals; become informed of events/ functions in the hotel during the shift.

  • Check guests out of the hotel; process customer payments according to established policies and procedures.

  • Respond to guest requests promptly; promote hotel services, facilities and outlets; provide guests with information such as local attractions and directions to increase satisfaction.

  • Resolve minor guest complaints to the satisfaction of the customer; inform supervisor of major problems, complaints, disturbances or unhappy guests.

  • Book guest reservations or coordinate with reservation center.

  • Handle departmental accounting of monies, receipts, guest accounts and other forms of credit; post all charges; complete cashier’s report, and prepare deposit.

  • Balance bank daily.

  • Issue, control and release guest safe-deposit boxes.

  • Follow company policies and procedures.

  • Complete all side work and cleaning duties per standards.

  • Confirm credit and payment method at check in and confirm full payment at check out.

  • 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 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 inform guest of receipt as necessary.

  • Distribute billing reports to hotel outlets.

  • Block large group check ins, motor coach tours and inform Housekeeping of any changes.

  • Check with Supervisor prior to end of shift.

  • Have thorough knowledge of outside venues and directions to each.

  • Full understanding of the Front Desk system for all guest services.

  • Perform other duties as requested by management.

  • Attend meetings/training as required by management.

Required Competencies:

  • Must be able to convey information and ideas clearly, both oral and written.

  • Must work well in stressful, high-pressure situations.

  • Must be able to evaluate and select among alternative courses of action quickly and accurately.

  • Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.

  • Must be effective at listening to, understanding and clarifying concerns and issues raised by team members and guests.

  • Must have the ability to assimilate complex information, data, etc. from disparate sources and consider adjust or modify to meet the constraints of a particular need.

  • Must be able to prioritize departmental functions to meet due dates and deadlines.

  • Must be able to work with and understand financial information and data, and basic arithmetic function.

Physical Demands:

  • Long hours sometimes required, including nights and weekends.

  • 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 be on your feet throughout the entire shift.

Compensation: $15.43

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About This Employer

The Hyatt Regency Los Angeles International Airport

6225 West Century Boulevard

Los Angeles, CA 90045

Telephone (424) 702-1234

The Hyatt Regency Los Angeles International Airport is a business-inspired hotel with spacious guest rooms in the heart of Los Angeles, California.

Why people like to work here

  • We offer competitive compensation in all positions supported by Wage Watch
  • We have market leading insurance premiums covered by the Company (no one else offers what we offer)
  • We offer competitive bonus plans for eligible positions consistently paid even over the worst of economic times
  • Our hotel is the largest Hyatt franchise in North America 
  • Undoubtedly we will be the best hotel at LAX with market leading offerings in all disciplines

About the management team

Our leaders consist of a collective group of dynamic individuals from all walks of life.  They have come together with years and years of experience to help guide, train and develop our associates.  Our management team is known for awarding and recognizing performance and leadership with a great chance for growth and advancement for the right candidates.  We believe in promoting from within!  Our leaders also fully empower the employees to take charge of guest issues and resolve complaints to completion as the employee sees fit without the necessity for manager involvement.  Additionally, the Managing Director has a true commitment to keep the heart of the house just as nice as the front of the house so that the employees have a sense of pride and feel proud of where they work.

Training we provide

We are like no other hotel at LAX because we have a dedicated Director of Training that facilitates entertaining and energizing training programs to keep our employees excited and inspired.  Regular classroom and interactive trainings are conducted monthly in order to maintain our employees' skills so that they may continue to provide 5 star sevice to our guests.  We even have a training calendar that is produced on a monthly basis and competency matrices to keep everything organized.  Some of the trainings we have include:

  • Fun and egaging New Hire Orientations
  • Safety Training
  • Discrimination and Harassment 
  • Personalized Service
  • How to handle guest complaints
  • Creating Connections
  • Human Trafficking Awareness
  • And many more!