Guest Service Agent

Hilton Garden Inn Dana Point – Doheny Beach Front Desk Agent

At HRI Hospitality, we offer a unique perspective on hotel ownership and management. We're here to expand the possibilities of what once was, with our history of restoring properties to their former glory as well as new build projects that become the center of their vibrant urban community, we take it to the next level.

We are looking for people to join our team that share in the passion for warm welcomes and creating an unforgettable experience for our guests. With a wide array of brands in exciting locations, HRI Hospitality is the destination to set course for growing your career!

Pay Range: $17.00-$26.00

Job Summary:

Check in and check out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry.

Job Duties:

1. Maintain complete knowledge at all times of all hotel features, services, hours of operation, room types, numbers, layout, decor, appointments and location, room rates, special packages and promotions.
2. Maintain complete knowledge and comply with all hotel and departmental policies and procedures
3. Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times
4. Meet with supervisor to review daily assignments and priorities
5. Meet with departing Front Desk Agent to review business status and follow up items
6. Access all function of computer system according to established procedures and standards
7. Set up workstation with necessary supplies; maintain cleanliness throughout shift
8. Answer department telephone within three rings, using correct greeting and telephone etiquette
9. Promote positive guest relations to all individuals approaching the Front Desk
10. Accommodate all requests for information in a congenial manner
11. Process all guest check ins according to established hotel requirements
12. Confirm reservation in system and review all noted information
13. For guests without a reservation, sell a room type as agreed upon
14. Register guest in computer and generate a registration card
15. Verify registration card information with guest, obtain back up information for guest credit or payment method and input into system; collect cash when designated
16. Inform guest of room safe and mini bar key and room key procedures
17. Issue parking passes validate valet parking tickets and enter information in PMS system and or reservation
18. Obtain proper identification for tax exempt guests and attach form to registration card
19. Communicate VIP arrivals to designated personnel for escort and delivery of amenities
20. Set up accurate accounts for each guest checking in according to their requirements (sharing, separate room, tax, incidentals)
21. Handle guest complaints according to the six step procedures, ensuring guest satisfaction
22. Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 20 minutes to ensure completion and guest satisfaction
23. Document and confirm reservations and cancellations
24. Block rooms in the computer and follow through on designated requirements
25. Pre-register designated guests and prepare key packets
26. Communicate pertinent guest information to designated departments/personnel (special requests, amenity delivery)
27. Generate, print and distribute daily and weekly reports
28. Resolve discrepancies on the room status report with Housekeeping
29. Match the bucket check to in house guest ledger report; report discrepancies to manager.
30. Process all check outs according to established hotel requirements
31. Resolve any late charges
32. Present folio to guest and resolve any disputed charges
33. Settle guest accounts following accounting procedures
34. Retrieve guest room key from guests
35. Request guest comments on their stay
36. Process express check outs throughout the shift
37. Handle requests for late check outs according to established hotel procedures
38. Conduct group check ins and outs according to established hotel procedures
39. Assist all departments and executives in obtaining appropriate information regarding groups, inventory and guest information
40. File guest room keys and ensure the safe keeping of keys at the Front Desk
41. Adhere to all cashiering procedures
42. Process adjustment vouchers, paid outs, correction vouchers, miscellaneous charges
43. Count bank at beginning/end of shift, secure front desk bank
44. Legibly document pertinent information in the logbook

Minimum Requirements:

• High school graduate or equivalent
• Previous experience in customer service preferred
• Must be able to clearly communicate in English with guests, visitors, management and coworkers to their understanding, both in person and by telephone.
• Ability to input and access data in computer.
• Ability to understand guest inquiries and provide responses.
• Ability to focus on guests' needs, remaining calm and courteous
• Ability to think clearly, quickly and make concise decisions
• Ability to prioritize, organize and follow up
• Ability to focus attention on details
• Ability to maintain confidentiality of all guests and hotel information
• Ability to ensure security of guest room access
• Ability to remain stationary at assigned post for extended periods of time
• Ability to work cohesively with other departments and coworkers as part of a team

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand and walk use hands to finger, handle, or feel; and reach with hands and arms. The employee frequently is required to talk or hear. The employee is occasionally required to walk and stoop. The employee may lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

You will also be eligible to participate in our Hilton Go program for Team Members, which is a special discounted rate for you and your friends and family when vacationing at Hilton properties around the world.

HRI Lodging is an EOE M/F/DV. Not offering relocation at this time. HRI is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job‐related requirements.