Front Desk Agent

University of Southern California; Los Angeles (CA); On-site; USD 30,000 - 39,000; Full time

Benefits offered by this job

Trojan Family Rewards

Supportive work environment

Flexible benefits and wellness

Job summary

USC Auxiliary Services in Los Angeles is seeking a Front Desk Agent for the USC Hotel to deliver efficient, friendly service during guest check-in and stay.

The role includes overnight Night Audit shifts with a $2.00/hour differential; duties include greeting guests, processing registrations, handling payments, coordinating with housekeeping, and guiding guests to local dining and transportation. Excellent customer service skills are essential.

Qualifications

• Minimum Education: High school or equivalent.
• Minimum Experience: 1 year.
• Combined experience/education as substitute for minimum education.
• Minimum Field of Expertise: Customer service.

Responsibilities

• Greet guests upon arrival and ensure a fast, efficient check-in process including verification of identification, credit, and payment for stay.
• Assign room keys, assist guests, complete registration cards, and provide other assistance as needed.
• Place guest and room information in the appropriate front desk packets and communicate information to hotel staff.
• Accommodate special requests whenever possible.
• Review accounts and charges with guests during checkout.
• Assist in pre-registration and blocking of rooms for reservations.
• Take same day and future reservations when necessary.
• Know cancellation procedures.
• Use suggestive selling techniques to sell rooms and promote hotel services.
• Coordinate with housekeeping on room status updates and communications with guests and staff.
• Handle maintenance requests and maintain guest room key storage.
• Understand and apply cash handling policies; perform cashier duties and currency exchanges.
• Answer inquiries about hotel services, amenities, and local directions.
• Coordinate inbound calls and route to the appropriate department.

Skills

Customer service

Education

High school diploma or equivalent

1 year experience

Bachelor’s degree preferred

Combined experience/education considered

Job description

Introduction

Job Description USC Auxiliary Services, one of the largest divisions at The University of Southern California, is focused on making a difference for over 65,000 students, athletes, faculty, staff, and guests who visit our campuses each day. Through our innovative services, our six central business units (USC Bookstores, USC Hospitality, USC Housing, USC Transportation, the USC Hotel and the Los Angeles Memorial Coliseum) collectively create the best USC experience for future leaders, scientists, filmmakers, engineers, and doctors alike. Auxiliary Services works tirelessly to welcome all visitors into the Trojan family. We are driven to succeed by our commitment to uphold our unifying values. The city of Los Angeles boasts endless attractions and tourist destinations. Amongst all of the sights and sounds, the USC Hotel offers a modern and convenient place to unwind, with 240 spacious, comfortable guest rooms and over 15,000 square feet of flexible event space. Owned and operated by the University of Southern California, and the site of a recent multi-million dollar renovation, the hotel features luxurious fabrics and artwork depicting the storied traditions of USC. Additional renovations, which include the restaurants and kitchens, are in the planning stage.

Position Overview

We are seeking a Front Desk Agent to join our rapidly growing team.

The Opportunity

As guests check into or out of the Hotel, they will rely on our front desk team to provide them with efficient and accurate information, in a friendly and respectful manner. As the Front Desk Agent, you will continue to provide exceptional customer service. We constantly strive to provide the best USC experience, and we hope that you can help us continue to exceed our guests’ expectations. This position will include overnight Night Audit shifts. Night Audit shifts receive a $2.00/hour pay differential.

The Accountabilities

• Greet all guests upon arrival and ensure a fast, efficient check-in process including verification of guests’ identification, credit, and payment for stay.


• Assign room keys, assist guests, complete registration cards, and provides other assistance as needed.


• Place guest and room information in the appropriate front desk packets and communicate information to the appropriate hotel personnel.


• Accommodate special requests whenever possible.


• Review accounts and charges with guests during the checkout process.


• Assist in pre-registration and blocking of rooms for reservations.


• Take same day and future reservations when necessary.


• Know cancellation procedures.


• Use suggestive selling techniques to sell rooms and to promote other services of the hotel.


• Work closely with the housekeeping department, and coordinate room status updates by notifying the department of all check outs, late checkouts, early check-ins, special requests, and day use rooms.


• Coordinate requests for maintenance and repair and maintain guests’ room key storage.


• Thoroughly understand and adhere to proper credit, check-cashing, and cash handling policies and procedures.


• Perform cashier responsibilities (i.e. bill and invoice settlement, post charges to the guest accounts, and perform foreign currency exchanges).


• Answer inquiries pertaining to hotel services and amenities, area dining, entertainment, and travel directions.


• Assist with incoming calls through PBX console in a polite and professional manner using standard phraseology and routing to the right department, guestroom, meeting room, or facility.


• Use proper telephone etiquette.


• Take messages and ensure their prompt delivery.


• Use proper mail, package, and message handling procedures.


• Read and initial the daily pass-on log and bulletin board.


• Knowledgeable of daily activities and meetings in the hotel.


• Handle all in-house calls and communicate guest comments, complaints, and requests to the appropriate and managers.


• Arrange tours, taxis, or other transportation, or restaurant reservations for guests upon request.


• Report any unusual occurrences or requests to the assistant manager or manager on duty.


• Perform other related duties as assigned or requested.


• The University reserves the right to add or change duties at any time.

The Qualifiers

• Minimum Education: High school or equivalent.


• Minimum Experience: 1 year.


• Combined experience/education as substitute for minimum education.


• Minimum Field of Expertise: Customer service.

What We Prefer

• Preferred Education: Bachelor’s Degree.


• Preferred Experience: 2 years of experience in Hospitality and/or Hotel customer service.

The Trojan Family Rewards

• We offer a wide variety of benefits and programs that support our staff and their families.


• This support advocates work-life balance and employee well-being.


• As members of the Trojan family, employees are connected by the traditions and history that make us proud to be Trojans!


• The work culture thrives on mutual respect, trust, and synergy amongst all of its members.


• USC has great minds that transform the world with their talents and research.

The hourly rate range for this position is $22.79 - $28.00.

Equal Opportunity Employment

USC is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristic protected by law or USC policy.

USC observes affirmative action obligations consistent with state and federal law.

USC will consider for employment all qualified applicants with criminal records in a manner consistent with applicable laws and regulations, including the Los Angeles County Fair Chance Ordinance for employers and the Fair Chance Initiative for Hiring Ordinance, and with due consideration for patient and student safety.

Please refer to the Background Screening Policy Appendix D for specific employment screen implications for the position for which you are applying.

We provide reasonable accommodations to applicants and employees with disabilities.

Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone at [phone], or by email at [e-mail].

Inquiries will be treated as confidential to the extent permitted by law.

Digital Accessibility

USC is a leading private research university located in the heart of downtown Los Angeles – a global center for arts, technology and international business. As the largest private employer in the city – responsible for more than $5 billion annually in economic activity in the region – we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills. As a USC employee, you will enjoy excellent benefits and perks, and you will be a member of the Trojan Family - the faculty, staff, students and alumni who make USC a great place to work.