Front Desk Agent

Accorhotel; Los Angeles (CA); On-site; USD 39,000 - 52,000; Full time

Benefits offered by this job

Discounted rates

Learning programs

Growth opportunities

CSR involvement

Seniority-based scheduling

Job summary

Fairmont Century Plaza in Los Angeles is seeking an Overnight Front Office Agent to warmly welcome guests, assist them throughout their stay, and uphold brand standards. You will greet guests, manage check-in/out, and respond to inquiries with a friendly, efficient service mindset.

This union-affiliated role offers escalating hourly pay and opportunities to grow within Accor's global network, with benefits such as discounted rates, training programs, and a path to develop your hospitality career.

Qualifications

• Fluent English speaking and writing required.
• Experience in customer service in a hotel setting is preferred.
• Strong communication and interpersonal skills are essential.

Responsibilities

• Provide professional, friendly, and engaging service to guests.
• Perform front desk tasks including check-in/check-out and guest inquiries.
• Maintain lobby, front desk, and surrounding areas clean and organized.
• Upsell room types to drive rate and RevPAR.
• Assist guests with questions and luggage/transportation needs.

Skills

Fluent English

Customer service

Communication

Cash handling

PMS experience

Typing 25 wpm

Education

Hospitality diploma

Tools

MS Windows

Job description

At Fairmont, our passion is to connect our guests to the very best of our destinations. From the beaches of Hawaii to the deserts of the United Arab Emirates to the heart of London, our hotels offer guests extraordinary places, created by combining unique architecture, expressive decor and artistry, and magnificent features. Add engaging service, and the result is an unforgettable guest experience.

Job Description

First impressions are everything! Your engaging smile and personality are the essence of a great Overnight Front Office Agent with Fairmont. As you personally greet our Guests and assist them throughout the day, you will be empowered to deliver on our mission of "Make Special Happen” for our guests.

What you will be doing:

• Consistently offer professional, friendly, and engaging service
• Demonstrates that all Front Office Standard Operating Policies and Procedures are performed in all interactions
• Provides a warm welcome and assists guests according to Fairmont Hotels & Resorts Brand Standards
• Remains observant and responds to each guest who approaches the Front Desk and the Mobile Check-In Station
• Acts as Lobby Ambassador of Fairmont Hotels & Resorts by providing an excellent first impression and engaging with guests in the Lobby
• Ensures that the entire Front Office and the surrounding areas including Lobby, Concierge, and Front Desk is continuously clean and tidy
• Is an ambassador of Fairmont Hotels & Resorts by providing an excellent first impression
• Maintains a perpetual presence at the Reception Desk throughout the hours of the shift
• Greets all guests courteously, using the guest’s name whenever possible
• Checks guests in and out of the hotel in a friendly and efficient manner at the Front Desk and at the Mobile Check-In Station
• Assists the guests with any comments or questions during their stay
• Resolves guest complaints and concerns with a solution that is tailored to the guests and is solved in a timely manner
• Makes recommendations for activities and restaurants, specifically promoting in-house hotel amenities and venues
• Ensure guest satisfaction by responding to all guest inquiries with accurate information and positive attitude
• Assists with luggage and transportations inquiries
• Drives rate and RevPar through upselling room types
• Enrolls guest to Accor Live Limitless loyalty program and updates profiles when applicable
• Handle cash, credit card, and other billing transactions such as posting room and dining charges on ledger
• Maintain cleanliness, safety and order in all work areas and reports any deficiencies to Supervisor
• Contacts guests via preferred method in the lobby, dining area, or other parts of property
• Be familiar with hotel’s technology and communication platforms, and utilize to ensure hotel operation and guest satisfaction
• To be familiar with Fairmont Century Plaza, all the facilities and services offered
• Follow all safety and sanitation policies
• Other duties as assigned

What is in it for you:

Hourly Pay:

• Months 1-9: $28.60/hour
• Months 10-18: $33.98/hour
• After 18 months: $37.75/hour (full contract rate)

This position is covered by a collective bargaining agreement with UNITE HERE Local 11. New hires start on a progressive pay scale and move to full scale after 18 months. Union benefits apply per the agreement.

• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21 and WATCH
• Scheduled based on Seniority and Business Demands

Qualifications

Language Skills:

• Fluent spoken and written English

Your experience and skills include:

• Ability to communicate fluently with our guests and associates
• Must be able to handle a multitude of tasks in a fast-paced, ever-changing environment
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Previous PMS experience an asset
• Computer literate in Microsoft Window applications an asset
• Must be able to type 25 words per minute
• Must possess a professional presentation
• Must be flexible in terms of working hours
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast paced environment
• Ability to research and investigate information to enable strategic decision-making
• Ability to work cohesively with fellow colleagues as part of a team
• Ability to use various computer software
• Ability to handle cash effectively and accurately
• Hospitality Diploma is an asset
• Minimum of two year’s work experience in relevant discipline beneficial
• Minimum of one year’s work experience as a Front Desk Agent beneficial
• Basic math
• Ability to be observant with meticulous attention to detail
• Ability to follow instruction and work quickly and thoroughly
• Ability to think through situations in a rational manner while under pressure
• Logical and structured thinking, balancing budgetary and guest’s needs
• Ability to see the bigger picture and possible repercussions of decisions
• Ability to walk, stand, kneel and bend for up to 8 hours a day
• Ability to work under pressure and stress
• Ability to work at a fast pace

Additional Information

Your team and working environment:

What was true in 1966 remains true to this day: The Century Plaza Hotel is part of a visionary development intent on doing what others could only imagine. Previously deemed the “Western White House,” (as the only venue outside the White House to host state dinners), Century Plaza’s place in history remains unshakeable. A modernized take on luxury and elevated guest experience from product to people enlivens the real wow factor.

This experience begins with a new kind of workplace, one where the energy is contagious, the stories are invigorating, and the challenges present inspiring opportunities to make your mark. We provide an environment of trust, respect, and integrity. A home away from home. Where diversity and inclusion are celebrated. Privacy and personal information are protected. Through Accor’s Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination & harassment.

Visa Requirements:

Must provide proof of eligibility to be employed in the United States of America.

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We commit to a future where diverse identities are celebrated, and equitable and inclusive practices are woven into the fabric of everything we do as an organization.

Fairmont Century Plaza is an Equal Opportunity Employer EEO M/F/V/D

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities. By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS