Guest Services Agent - Embassy Suites-LAX South

Job Description - Guest Services Agent FT - Embassy Suites-LAX South (HOT0C7EM
)

HOT0C7EM

Embassy Suites Los Angeles Intl Airport 1440 Imperial Avenue El Segunda 90245

Embassy Suites by Hilton Los Angeles International Airport South is currently hiring an energetic, enthusiastic Guest Services Agent, eager to serve our guests! This role is responsible for greeting and registering guests, providing prompt and courteous service, checking guests out of the hotel, resolving guest challenges throughout their stay, upgrading guests as required, promoting hotel services, amenities and upselling products to guests in the hotel's continuing effort to deliver outstanding guest service and financial profitability.

Embassy Suites by Hilton has perfected the full-service, upscale, all-suite hotel. Built on a long-standing legacy that is both inviting and comfortable, Embassy Suites properties provide guests with More Reasons to Stay«, offering open-air atriums, complimentary cooked-to-order breakfast, spacious two-room suites and complimentary Evening Receptions every evening. Embassy Suites bundled pricing ensures that guests receive enormous value at a single price.

Whether they are traveling for business, with their family, with a group, or for leisure, our guests return again and again to experience the consistently awarded, best-in-class customer service provided at Embassy Suites.

If you understand the importance of providing an inviting and comfortable experience and feel you can contribute to an award-winning team, you may be just the person we are looking for to work as a Team Member with Embassy Suites Hotels.

As a Guest Services Agent you will be responsible for greeting and registering guests, providing prompt and courteous service, checking guests out of the hotel, resolving guest challenges throughout their stay, upgrading guests as required, promoting hotel services, amenities and upselling products to guests in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:

• Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirms the room number and rate. Promotes and administers Hilton marketing Programs such as Hilton Honors for arriving guests. Ensures guest knows location of room, and arranges for team member to accompany guest to room.
  
  Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.
• Ensures rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guests with check out payments or charges. Accepts and records vouchers, credit, traveler's checks and other forms of payment.
• Greets customers immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listens and understands requests, responds with appropriate action and provide accurate information such as outlet hours, special VIP programs, event, etc.
• Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions.
• Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested.
• Fields guests complaints, conducting thorough research to develop the most effective solutions and negotiate results, listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy hotel activity. Plans and implements…