Front Desk Agent

Residence Inn Los Angeles LAX / El Segundo; El Segundo (CA); On-site; USD 30,000 - 45,000; Full time

Job summary

A leading hotel in El Segundo is seeking a Front Desk Agent to assist guests with check-in and check-out processes. The role includes resolving guest complaints, maintaining positive relations, and ensuring accurate processing of payments. Ideal candidates will have a high school diploma and relevant experience in the hospitality industry.

Qualifications

• One year of experience in a similar hotel position.

Responsibilities

• Assist guests with check-in and check-out.
• Resolve guest complaints and ensure satisfaction.
• Maintain knowledge of hotel features and services.

Skills

Guest Relations

Communication

Problem Solving

Education

High School Diploma or GED

Tools

Basic Computer Skills

Job description

The Front Desk Agent is responsible for assisting guests with check-in and check-out, answering and processing all phone calls received, and handling all special requests for services or information, in accordance with standard policies and procedures.

Key Duties & Responsibilities :

• Resolve guest complaints, ensuring guest satisfaction.
• Anticipate guests' needs, respond promptly, and acknowledge all guests, regardless of busyness or time of day.
• Maintain positive guest relations at all times.
• Maintain complete knowledge of hotel features/services, hours of operation, room rates, special packages, promotions, daily house count, expected arrivals/departures, and scheduled group activities.
• Obtain assigned bank and ensure accuracy of contracted monies; keep bank secure at all times.
• Answer department telephone within 3 rings, using correct greeting and etiquette.
• Process all guest check-ins, verify registration information, and obtain backup payment information; collect cash when applicable.
• Escort guests to rooms with bell staff, handle overbooked or walk-in guests, and record wake-up calls.
• Monitor, send, and distribute guest faxes.
• Communicate guest information to relevant departments, resolve discrepancies with housekeeping, and report discrepancies to management.
• Process check-outs, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.

Education and Experience :

• High School Diploma or GED equivalent.
• One year of experience in a similar hotel position.
• Basic computer skills required.

Crestline Hotels & Resorts is an Equal Opportunity Employer / Affirmative Action Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, or disability.