PT Front Desk

HEI Hotels & Resorts; Pasadena (CA); On-site; USD 24,435 - 34,801; Full time

Benefits offered by this job

Medical and dental coverage

401(k) savings plan with matching funds

Discounts on hotel rooms

Vacation and sick leave

Job summary

HEI Hotels & Resorts in Pasadena, California, is seeking a guest service associate to assist with hotel check-ins and ensure a positive experience for guests. We prioritize customer service and are looking for individuals with hotel experience who can effectively handle guest inquiries and resolve issues.

The role offers a rate of $21.50 per hour and provides numerous benefits, including medical and dental coverage and a 401(k) savings plan. Join our passionate team in the hospitality industry!

Qualifications

• Must be able to stand and move throughout the front office.
• Skill in using a calculator for moderately complex calculations.
• Ability to deal effectively with internal and external customers.

Responsibilities

• Greet customers and provide a friendly welcome.
• Complete guest registration and manage room assignments.
• Handle cash and process various forms of payment.
• Answer phones promptly and manage guest messages.
• Close guest accounts upon check-out.
• Resolve complaints and ensure guest satisfaction.

Skills

Hotel experience preferred

Effective customer service skills

Ability to handle cash and manage transactions

Strong verbal and written communication

Problem-solving abilities

Ability to work under pressure

Job description

About Us

Surround yourself with modern comforts at the Westin Pasadena. Elevate your career working near Historic Old Town Pasadena, Rose Bowl Stadium, Pasadena City Hall, museums, and restaurants. Be part of a group of people who are passionate about the Hospitality Industry. Our associates are eligible for competitive compensation, benefits and PTO programs, health and wellness, a robust retirement plan, travel benefits, and discounts with all Marriott brands worldwide. Daily, our associates enjoy free meals in our spacious associate cafeteria. Monthly town hall meetings celebrate our associates and feature special delights from our chef, with prizes and volunteer opportunities throughout the city.

We value military experience and invite qualified candidates to apply. If your experience does not meet every requirement, we encourage you to apply; you may be the perfect candidate for this or other roles.

Overview

Assist guests with arrival and departure from the hotel while providing positive guest experiences.

• Greet customers immediately with a friendly, sincere welcome. Use a positive, clear speaking voice, listen to and understand requests, respond appropriately, and provide accurate information such as outlet hours and local attractions.

• Complete registration by inputting and retrieving information from a computer system, confirming pertinent details including number of guests and room rate. Promote brand marketing programs, select rooms based on guest needs, code electronic keys, confirm room number and rate, and provide welcome folders with 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 with positive, clear communication. Enter messages into the computer, retrieve messages, and convey the content to the guest. Retrieve mail, small packages, and facsimiles as requested.

• Close guest accounts at check‑out and ascertain satisfaction. In the event of dissatisfaction, negotiate a compromise, which may include authorizing revenue allowances.

• Field guest complaints, conduct thorough research to develop effective solutions, and negotiate results. Resolve issues such as price conflicts or insufficient heating or air‑conditioning.

• Remain calm and alert during emergency situations and heavy hotel activity. Plan and implement detailed steps using 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 Skills

• Hotel experience preferred.

• Considerable skill in using a calculator for moderately complex calculations without error.

• Effectively deal with internal and external customers, some requiring high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.

• Ability to stand and move throughout the front office and perform essential job functions continuously, with or without reasonable accommodation.

• Accurately input and access information using a moderately complex computer system.

• Detect signs of emergency situations.

• Establish and maintain effective working relationships with associates, customers, and patrons.

• Effective verbal and written communication skills.

• Adapt communication style to suit different audiences, such as supervisors, coworkers, and the public.

Compensation

Salary Range: $21.50–$21.50 per hour. Tipped/Service Charge Eligible? No. Discretionary Performance Bonus Eligible? No.

Benefits

HEI Hotels and Resorts offers a comprehensive benefit program that supports physical, mental, and financial wellness. Programs include medical and dental coverage through Anthem Blue Cross Blue Shield, vision insurance through EyeMed, vacation, sick, and holiday time, pet insurance via the ASPCA, supplemental, spousal, and child life insurance, short‑ and long‑term disability plans, a 401(k) savings plan with matching funds, and discounts through the “YouDecide” and hotel room discount programs. Specific details and eligibility 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, or 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, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act.