Front Desk Agent-2

Embassy Suites by Hilton; San Diego (CA); On-site; USD 34,000 - 36,000; Full time

Benefits offered by this job

Medical and Dental insurance through A

Vision insurance through EyeMed

401(k) with matching funds

Hotel room discount

Vacation, sick and holiday programs

ASPCA pet insurance

Job summary

Embassy Suites by Hilton San Diego Bay - Downtown seeks a friendly Front Desk / Guest Services Associate to assist guests with arrival and departure, manage check-in/out, and promote hotel programs. You will input guest details in the computer system, confirm room rates, and balance accounts as part of daily operations.

The role requires a strong focus on customer service, clear communication, and the ability to handle cash, credit cards, and currency exchange.

Qualifications

• Hotel front desk or guest services experience preferred.
• Accurate cash handling and credit card processing.
• Strong customer service and problem-solving abilities.
• Clear verbal and written communication.
• Ability to multitask and stay calm under pressure.

Responsibilities

• Greet guests with a friendly welcome and assist with arrival/departure.
• Complete registration using the computer system and verify guest details.
• Promote HEI Hotels and Resorts programs and brand initiatives.
• Issue and code room keys, verify rates, and prepare welcome folders.
• Handle payments, currency exchange, and post charges to guest accounts.
• Answer phones promptly and relay messages to guests.
• Resolve guest concerns with appropriate solutions and follow up as needed.

Skills

Hotel experience

Cash handling

Customer service

Communication

Multitasking

Patience

Job description

About UsWe are an all-suite hotel located in the heart of downtown San Diego. Embassy Suites by Hilton San Diego Bay - Downtown is the ideal location to work in the area. Accessible to public transportation and located across from the Headquarters at Seaport Village, our all-suite hotel is just blocks form the San Diego Convention Center and the historic Gaslamp Quarter. Join our team of diverse individuals working together to create memories for our guests. Thru our Loves program we offer discounts to public transportation, free lunch, free parking and a fun and balanced work / life environment.Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!We value U.S. military experience and invite all qualified military candidates to apply.CompensationSalary Range: $25.00 - $26.00 HourlyTipped/Service Charge Eligible? NoDiscretionary Performance Bonus Eligible? NoOverviewAssist guests with arrival and departure from hotel, while providing positive guests experiences.Essential Duties and ResponsibilitiesGreet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote HEI Hotels and Resorts and brand marketing programs. Make appropriate selection of rooms based on guest needs. •Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate.Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. •Accept and record vouchers, traveler’s checks, and other forms of payment. Convert foreign currency at current posted rates. Post charges to guest rooms and house accounts using the computer.Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.Comply with attendance rules and be available to work on a regular basis.Perform any other job-related duties as assigned.Qualifications and SkillsHotel experience preferred.Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.Ability to stand and move throughout front office and continuously perform essential job functions with or without reasonable accommodation.Ability to access and accurately input information using a moderately complex computer system.Ability to observe and detect signs of emergency situations.Ability to establish and maintain effective working relationships with associates, customers and patrons.Effective verbal and written communication skills.Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.BenefitsHEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.Applicants with arrest or Conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance and the California Fair Chance Act.