Front Desk Agent

Hotel Leveque; Garden Grove (CA); On-site; USD 34,000 - 52,000; Full time

Benefits offered by this job

Insurance Day1

PTO Day1

Holiday Pay Day1

Hotel Discounts

Development Opportunities

Job summary

First Hospitality seeks a Front Desk Agent for its Anaheim Marriott Suites property. You will be the first in-person contact, delivering guest-centric service and acting as a brand ambassador throughout the stay.

Responsibilities include fluent guest check-in, resolving issues, promoting loyalty programs, and collaborating with hotel departments to exceed expectations. The role emphasizes professionalism and attentive communication.

Qualifications

• 2+ years of customer service experience in hospitality or related field.
• Excellent verbal and written communication skills.
• Must be able to speak, read, and write in the primary language used in the workplace.

Responsibilities

• Welcome arriving guests and manage check-in, ensuring requests are fulfilled.
• Engage with guests to uncover needs and build rapport.
• Communicate with guests by phone or email per brand standards.
• Promote loyalty programs and upgrade opportunities when suitable.
• Coordinate with hotel departments to meet guest expectations and resolve issues.
• Listen to guests, solicit feedback, and address concerns professionally.
• Maintain professionalism aligned with brand and company expectations.
• Know hotel emergency procedures and assist during incidents.
• Use logs to notify colleagues of pertinent information.
• Balance and log transactions if applicable.

Skills

Customer service

Communication skills

Language proficiency

Education

High School diploma

Job description

the smiling face of hospitality...front and center

• Insurance enrollment available from DAY 1!
• Paid time off available from DAY 1!
• Holiday pay available from DAY 1!
• Hotel and travel discounts at worldwide destinations!
• Professional development and promotion opportunities!

About this job...

Front Desk Agents are often the first in-person contact for hotel guests and support the realized and unrealized needs of guests throughout the hospitality experience. Serving as a brand liaison, Front Desk Agents are engaging, attentive, service-oriented, and take a creative approach to problem solving. The primary responsibility of a Front Desk Agent is to deliver and exceed guest expectations, execute brand service standards, resolve challenges, and maintain excellent communication with guests, peers, and supervisors.

What you'll be doing...

• Welcome arriving guests and complete the hotel’s arrival/check-in experience, ensuring special requests are fulfilled and accurate information is received.
• Engage in purposeful communication and build rapport with guests, creating an open dialogue to uncover guest expectations and unrealized needs.
• Effectively engage with guests through phone or electronic communication consistent with hotel brand standards to ensure guest satisfaction.
• Promote hotel brand loyalty programs, encourage guest participation, and offer special rate packages and upgrades when appropriate.
• Effectively communicate with hotel departments to ensure timely and accurate delivery of guest expectations, fulfillment of needs, and challenge resolution.
• Listen to guests and empathize with their challenges. When necessary, solicit guest feedback and act on guests concerns.
• Always maintain professionalism consistent with hotel brand and company expectations.
• Know and communicate hotel emergency procedures; inform and assist guests in emergencies.
• Use hotel communication log and verbal or electronic means to notify fellow associates and/or supervisors of pertinent information.
• If applicable, maintain balance and security of house bank and accurately log all transactions.

Requirements...

Experience & Education:

• 2+ years of customer service experience, preferably in Hospitality or related industry
• High School diploma or equivalency education certificate required

Communication:

• Excellent verbal and written communication skills
• Must be able to speak, read, and write in primary language used in the workplace

Physical:

• 8+ hours per day at standing desk/computer; stand and walk frequently throughout the workday
• Lift, lower, and maneuver up to 30 pounds occasionally

About First Hospitality…

Founded in 1985 and based in Chicago, First Hospitality is a forward-thinking hotel development, investment, and management company. First Hospitality’s strategic vision is to create value for all through excellence and an openness to doing things differently.

First Hospitality seeks to attract and retain a high-performing and diverse workforce in which employee’s differences are respected and valued to better meet the varying needs of the customers we serve. FH fosters an inclusive work environment that promotes collaboration, flexibility, and fairness. Equal Opportunity Employer.

Notice of Collection for California Applicants:

The Anaheim Marriott Suites is the premier and largest Marriott all suites full-service hotel located just one mile from the Disneyland Resort attractions and the Anaheim Convention Center. The Marriott Suites features 371 spacious two-room suites, a contemporary lobby and 10,000 square feet of flexible meeting space catering to a variety of social events, meetings and weddings.

Enjoy our spacious suite designed with a living room and a separate bedroom area. Guests will appreciate such amenities as a large well-lit desk, wireless high-speed Internet access, voice messaging, two remote-controlled televisions, iron & ironing board, coffee/tea maker, mini refrigerator, room service, dry cleaning service and laundry facilities.

Guests can work out on state-of-the-art exercise equipment, relax in the outdoor pool and whirlpool. Dine in Route 22 Restaurant & Lounge, an American Restaurant or indulge in the simple luxuries of our very own Starbucks, just off the Lobby. Prepaid cards not accepted at check-in.