Front Desk Agent - Waldorf Astoria Monarch Beach Resort and Club

Front Desk Agent – Waldorf Astoria Monarch Beach Resort & Club

Job Number: HOT0

CAE3

Waldorf Astoria Monarch Beach Resort & Club, 1 Monarch Beach Resort, North Dana Point, 92629

The award‑winning Forbes 4‑Star and AAA 5‑Diamond Waldorf Astoria Monarch Beach Resort & Club is looking for a Front Desk Agent to join our Front Office Team. Located in the beautiful coastal town of Dana Point, this resort rests on 175 acres atop a 150‑foot seaside bluff with over 400 rooms, 115,000 square feet of meeting space, and eight food and beverage outlets, including four restaurants, a beach club, lounge, marketplace, and IRD.

• Classification: Full Time
• Shift: Various – must have availability to work weekends, weekdays, and holidays.

As a Guest Services Agent you will be responsible for greeting, registering, and checking guests out of the hotel, ensuring outstanding service and financial profitability. Your duties include:

• Greet guests and complete the registration process, including inputting and retrieving information from the computer, confirming guest information and room rate, selecting rooms, coding electronic keys, promoting marketing programs, providing a welcome packet, and ensuring guests know the location of their room or have a bell person accompany them.
• Assist guests with check‑out, ensuring rooms and services are correctly accounted for, using the point‑of‑sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change, and processing gift certificates and cards.
• Demonstrate thorough knowledge of hotel information – room categories, room rates, packages, promotions, local area, and other general product knowledge – and answer guest questions and inquiries.
• Use up‑selling techniques to promote hotel services and facilities and maximize room occupancy.
• Respond to guest inquiries and requests and resolve issues in a timely, friendly, and efficient manner.
• Field guest complaints, conduct research, and negotiate solutions for guest satisfaction.
• Receive, input, retrieve, and relay messages to guests.

We look for candidates who demonstrate the following values and attributes:

• Hospitality – passion for delivering exceptional guest experiences.
• Integrity – doing the right thing all the time.
• Leadership – leading in industry and community.
• Teamwork – working as a team player in everything.
• Ownership – owning actions and decisions.
• Urgency – operating with a sense of urgency and discipline.
• Quality, Productivity, Customer Focus.

• Access to pay when you need it through Daily Pay.
• Medical insurance coverage – for you and your family.
• Mental health resources including Employee Assistance Program.
• Best‑in‑class paid time off (PTO).
• Go Hilton travel program: 100 nights of discounted travel.
• Parental leave to support new parents.
• Debt‑free education through partnership with Guild Education, including college degrees and professional certifications.
• 401(k) plan and company match.
• Hilton shares – employee stock purchase program at a 15 % discount.
• Career growth and development.
• Team Member Resource Groups.
• Recognition and rewards programs.