Guest Service Agent - Conrad Los Angeles
Guest Service Agent - Conrad Los Angeles
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Job Description
EOE/AA/Disabled/Veterans
Be a part of the newest luxury hotel in downtown LAConrad Los Angeles! As part of the highly anticipated billiondollar projectThe Grand LA this is the 7thConrad Hotel in the U.S. and the 1stin California.
Located in the most exciting stateoftheart development to come to DTLA this luxurious 28story hotel has over 300 rooms a spa 16000 square foot rooftop with a pool deck 12000 square feet of event space and 3 food and beverage outlets. This includes a signature restaurant lobby bar and inroom diningall in partnership with Chef Jose Andres awardwining restaurant groupJoseAndresFoodGroup.
The Grand LA combines lifestyle arts and culture to provide a truly unique experience in Los Angeles. It is at the epicenter of downtown LAs cultural corridor across from the Walt Disney Concert Hall with two towersa 45story residential and 28story hotel and more than 176000 square feet of retail space anchored by chefdriven restaurants and a collection of shops entertainment and hospitality.
Want to get an inside lookTake avirtual tour.
In this role as a Guest Services Agent you will be responsible for greeting and registering guests and checking guests out of the hotel in the hotels continuing effort to deliver outstanding guest service.
The ideal candidate will have a minimum of 1 year of hotel guest services experience required. A minimum of 2 years of prior guest facing role experience preferred. Prior hospitality experience and or Luxury hospitality experience is preferred. Hilton OnQ experience is preferred. A high school diploma or equivalent is required. Fouryear college degree preferred with emphasis on foreign languages. The ideal candidate must possess considerable skills in the use of a calculator to prepare moderately complex mathematical calculation without error. Ability to effectively deal with internal and externals customers some of whom will require high levels of patience tact and diplomacy to defuse anger collect accurate information and resolve conflicts. This involves listening to the nature of the concern demonstrating empathy with the customer and providing positive and proactive solutions. Ability to read listen and communicate effectively in English both verbally and in writing. Ability to access and accurately input information using a moderately complex computer system. Ability to work a flexible schedule including nights weekends and holiday shifts required. Proficient with Microsoft Word Excel and PowerPoint. Ability to bend stoop walk lift/push/pull up to 20 lbs with or without reasonable accommodation. Must be able to work a full shift 8 hours) walking and standing with or withoutreasonableaccommodations.
What will I be doing
- Completes the registration process by inputting and retrieving information from a computer system confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Nonverbally confirm the room number and rate. Promotes and administers Hilton Marketing Programs such as Hilton Honors for arriving guests. Ensures guest knows location of room andarranges for team member to accompany guest to room. Provides welcome packet containing room keys tokens of our appreciation gifts etc. to guest.
- Ensure rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guest with check out payments or charges. Accepts and records vouchers credit travelers checks and other forms of payment. Converts foreign currency at current posted rates.
- Greets customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice listen to understand requests respond with appropriate action and provide accurate information such on outlet hours special VIP programs events etc.
- Receives special requests from guests andresponds appropriately or forwards requests to appropriate team members for decisions and actions.
- Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail packages and facsimiles or other special items for customers as requested.
- Field guest complaints conducting through 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 judgement and discretion.
What are we looking for
Since being founded in 1919 Hilton has been a leader in the hospitality industry. Today Hilton remains a beacon of innovation quality and success. This continued leadership is the result of our Team Members staying true to our Vision Mission and Values. Specifically we look for demonstration of these Values:
- Hospitality Were passionate about delivering exceptional guest experiences.
- Integrity We do the right thing all the time.
- Leadership Were leaders in our industry and in our communities.
- Teamwork Were team players in everything we do.
- Ownership Were the owners of our actions and decisions.
- Now We operate with a sense of urgency and discipline
In addition we look for the demonstration of the following key attributes:
- Quality
- Productivity
- Dependability
- Customer Focus
- Adaptability
What will it be like to work for Hilton
Hilton is the leading global hospitality company spanning the lodging sector from luxurious fullservice hotels and resorts to extendedstay suites and midpriced hotels. For nearly a century Hilton has offered business and leisure travelers the finest in accommodations service amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And our amazing Team Members are at the heart of it all!
The Benefits Hilton is proud to have an awardwinning workplace culture ranking #1 Best Company To Work For in the U.S. We support the mental and physical wellbeing of all Team Members so they can Thrivepersonally and professionallyin a diverse and inclusive environment thanks to innovative programs and benefits. Hilton offers its eligible team members a comprehensive benefits package including:
- Access to your pay when you need it through DailyPay
- Medical Insurance Coverage for you and your family
- Mental Health Resources
- BestinClass Paid Time Off (PTO)
- Go Hilton travel discount program
- Supportiveparental leave
- Matching 401(k)
- Employee stock purchase program (ESPP) purchase Hilton shares at 15 discount
- Debtfree education:Access to a wide variety of educational credentials (ex. college degrees high school completion Englishlanguage learning digital literacy professional certificates and more)
- Career growth and development
- Team Member Resource Groups
- Recognition and rewards programs
*Available benefits may vary depending upon propertyspecific terms and conditions of employment and the terms of the collective bargaining agreement if applicable.
The hourly rate is $25.56 and is based on applicable and specialized experience and location.
We will consider for employment all qualified Applicants including those with Criminal Histories in a manner consistent with the requirements of applicable state and local laws including the City of Los Angeles Fair Chance Initiative for Hiring Ordinance.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
