Position Purpose

Responsible for greeting and registering guests, providing excellent guest service, and settling the guest’s account upon completion of their stay. The Guest Experience Agent normally works a regular front desk shift but may be asked and assigned another shift due to work needs.

Duties and Responsibilities

• 
  Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room keys
• Process all payment types such as room charges, cash, checks, debit or credit. Process all check-outs including resolving any late and disputed charges
• Answer, record, and process all guest calls, messages, requests, questions, or concerns. Coordinate with Housekeeping to track readiness of rooms for check-in
• Supply guests with directions and information regarding property and local areas of interest
• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy
• Complete designated cashier and closing reports in the computer system. Chas guests’ personal checks and traveler’s checks
• Count bank at the beginning and end of the shift. Balance and drop receipts according to accounting specifications
• Assist guest with luggage
• Inform incoming guests on the following while assisting them to their room: storage area; restaurant hours of operations (if available), location of gym, emergency procedures; equipment and exit paths
• Once in guest room, provide guests with the following information: basic telephone instructions; television channels and pay movie instructions; honor bar refrigeration, snack basket and procedures for charging items to one’s room; heating and air conditioning; laundry and dry cleaning procedures; door lock and key use, room directory. Etc.
• Sign for lost luggage from airlines and deliver to guest’s room
• Possess knowledge of the community and area in which the hotel is located to assist guests with information on special events (sporting, theater, movies, entertainment, and restaurants
• Keep bell closet clean and neat
• Polish and clean bell carts daily
• Submit all lost and found articles accompanied by a lost and found report
• Check laundry/dry cleaning in and deliver to room
• Deliver packages, flowers, wine, and other items to guests in their room
• Check and secure guests’ luggage until departure
• Provide other assistance to guests as necessary to ensure the highest quality of service
• Quickly respond to guest requests in a timely and friendly manner
• Provides vital information to inquiries and coordinates all requests for services, dining reservations and other special arrangements courteously and efficiently
• Must maintain the ability to curate memorable experiences, facilitate lifestyle assistance
• Ability to multi-task in a manner that is personal and positive is essential. In-depth knowledge of Hollywood and key outlaying cities/areas, strong industry relationships and the ability to work independently. Critical to exude confidence, a polished presentation

Knowledge, Skills, and Attributes

• Must be able to sustain composure, remain calm, and possess a positive attitude.
• Must be energetic and outgoing.
• Must be service oriented with excellent customer service skills.
• Must be able to follow directions with focus to detail, speed, and accuracy.
• Must be a team player with the ability to work under minimal supervision.
• Must be able to multi-task in a fast-paced work environment.
• Must possess excellent interpersonal and organizational skills.
• Must have basic knowledge or arithmetic.
• Must have the ability to input data and access information on the computer.
• Must have working knowledge of Microsoft Office and previous experience with a hotel management system; OPERA preferred.
• Must be able to read, write, and understand the English language.
• Must be able to exercise confidentiality and discretion.

Qualifications

Education: High School Diploma or GED required. College degree preferred.

Experience: Minimum 1 year of hospitality or customer service experience; Front Desk Agent in luxury hotel preferred.