Front Desk Agent

Hotel Burbank; Burbank (CA); On-site; USD 22,041 - 31,684; Full time

Job summary

Hotel Burbank is seeking a courteous and professional Front Desk/Guest Services Associate to check-in and check-out guests, process payments, and upsell rooms. You will greet guests, issue keys, answer phones, and provide local information, while maintaining excellent service standards.

Daily duties include accurate cash handling, managing deposits, and coordinating with other departments. A flexible schedule including nights and weekends is required, with a focus on total guest satisfaction.

Qualifications

• High School diploma or equivalent is required.
• 1 year of hotel guest service experience preferred.
• Fluent English required.
• Flexible schedule; may work nights, weekends, and holidays.

Responsibilities

• Check-in/check-out hotel guests professionally and process payments.
• Greet guests in a friendly, prompt manner.
• Register guests, issue room keys, and provide hotel information.
• Answer phones promptly and courteously; manage PBX shifts.

Skills

Customer service

English fluency

Communication skills

Teamwork

Education

High School diploma or equivalent

Some college coursework

Tools

OPERA system

Job description

Job Summary:

Check-in/check-out hotel guests in a timely and professional manner; process all payments according to established procedures.

Duties and Responsibilities:

• Practice OSHA (Occupational Safety and Health Administration) standards and comply with all company safety policies and procedures
• Greet guests in a friendly, prompt and professional manner.
• Register guests, issue room keys, provide information on hotel services and room location.
• Answer phones in a prompt and courteous manner. /PBX Shifts
• Up-sell rooms where possible to maximize hotel revenue.
• Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.
• Issue, control and release guest safe‑deposit boxes.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow‑up.
• Respond appropriately to guest complaints. Make appropriate service recovery gestures in order to ensure total guest satisfaction.
• May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes.
• Promote teamwork and quality service through daily communications and coordination with other departments.
• Answers calls within the prescribed time frame, respond to the caller in a professional manner and according to established scripts and standards and promptly route calls to its destination.
• Provide callers with local directions and general information in a courteous and accurate manner.
• Acts as a central communications point during emergency/crisis situations. Follow emergency, safety and security procedures including calling local fire, police, poison control, etc. for assistance.
• Respond to in‑house guest concerns or complaints in a timely manner. Make appropriate service recovery gestures according to established guidelines.
• Notify management of any malfunctioning telephone equipment or accessories.
• May operate in‑house paging system as well as serve as base communications with security and maintenance departments.
• Promote teamwork and quality service through daily communications and coordination with other departments. Be aware and prepare for all in‑house group meetings and VIP arrivals.
• Perform other tasks including recording incoming packages, mail or faxes and promptly notify guests, providing guest room tours, concierge services, special guest requests, etc.
• Perform any other duties as assigned

Minimum Qualifications:

• High School diploma or equivalent
• Plus one (1) year of hotel guest service experience
• Must speak fluent English
• Must have a flexible schedule. May be required to work nights, weekends, and/or holidays

Preferred Qualifications:

• Some college work completed
• Bilingual in other languages is a plus
• Knowledgeable of the OPERA system
• Excellent communication skills

Physical Requirements:

• Required to stand, sit, or walk for an extended period of time
• May frequently be required to stoop, kneel, and crouch duration of shift (eight hours or longer)
• Repetitive hand motion (typing) for extended periods of time
• May frequently lift, move, and/or push up to 30 pounds without assistance

* The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be all of the responsibilities or qualifications of the job.