Conrad Services Agent (PBX Operator) - Conrad Los Angeles

Hilton•Los Angeles, CA

1d•Onsite

About The Position

Be a part of the newest luxury hotel in downtown LA, Conrad Los Angeles ! As part of the billion-dollar project, The Grand LA , this is the 7 th Conrad Hotel in the U.S. and the 1 st in California. Located in the most exciting state-of-the-art development in DTLA, this luxurious 28-story hotel has over 300 rooms, a spa, 16,000 square foot rooftop with a pool deck, 12,000 square feet of event space, and 3 food and beverage outlets. This includes a signature restaurant, lobby bar, and in-room dining all in partnership with Chef Jose Andres' award-wining restaurant group, JoseAndresFoodGroup . The Grand LA combines lifestyle, arts, and culture to provide a truly unique experience in Los Angeles. It is at the epicenter of downtown LA’s cultural corridor across from the Walt Disney Concert Hall with two towers, a 45-story residential and 28-story hotel , and more than 176,000 square feet of retail space anchored by chef-driven restaurants and a collection of shops, entertainment, and hospitality. Want to get an inside look? Take a virtual tour . In this role as a Conrad Services Agent you will be responsible for processing group reservation information including rooming lists, suites, resumes, and billing requirements. Conrad Service Agents will serve as onsite reservation agents for future room bookings in addition to dining and spa booking as well as serving as general guest services for in-house guests. The ideal candidate will have a minimum of (1) year of customer service experience required. Reservations, front office or travel industry experience preferred. Previous Hilton OnQ experience preferred. Luxury hospitality background experience preferred. Sales experience preferred. Prior HotSOS, Seven Rooms, Book4Time experience is preferred. High school graduate or equivalent required. The ideal candidate must possess ability to read, listen and communicate effectively in English. Ability to access, read and accurately input information using a moderately complex computer system. Ability to effectively deal with both internal and external customers, some requiring high levels of patience, tact and diplomacy. This involves listening to the nature of the concern, demonstrating empathy with the customer and providing positive and proactive solutions . Ability to work a flexible schedule that includes nights, weekends, and holidays.

Requirements

minimum of (1) year of customer service experience required
High school graduate or equivalent required
must possess ability to read, listen and communicate effectively in English
Ability to access, read and accurately input information using a moderately complex computer system
Ability to effectively deal with both internal and external customers, some requiring high levels of patience, tact and diplomacy. This involves listening to the nature of the concern, demonstrating empathy with the customer and providing positive and proactive solutions
Ability to work a flexible schedule that includes nights, weekends, and holidays

Nice To Haves

Reservations, front office or travel industry experience preferred
Previous Hilton OnQ experience preferred
Luxury hospitality background experience preferred
Sales experience preferred
Prior HotSOS, Seven Rooms, Book4Time experience is preferred

Responsibilities

Answers all reservations telephone calls and e-mails in a friendly manner, using clear English communication. When processing e-mails or listening to callers, ensures a clear understanding of their inquiries and requests. Promptly provides accurate information regarding availability of accommodations and other requested information. Assists other departments such as Sales, Meetings and Conventions and Front Office with reservation related questions.
Processes all group contracts from the Sales Department. Obtains data from various sources, including but not limited to faxes, electronic messages and handwritten lists. Enters all group blocks into reservations computer system and verifies correctness of data entered against the data received. Follows up with Sales Department regarding all questions that stem from the groups. Monitors group blocks after they have been entered into the computer system.
Assists the local Reservations Desk at HRW with questions, problems or concerns that arise concerning reservations made at the hotel.
Maintains suite reservation request process and inventory controls for all suites and other room accommodations, as needed, to maximize revenue and meet customer needs.
Processes reservation requests from team members at other hotels in the Hilton family.
Answers calls originating from external and internal sources. Directs caller to appropriate extension or room. Verifies last name of guest for all room calls. Assists guests with directions or other required information. Directs hotel staff to assist guests, upon request. Communicates to callers in a clear and concise manner. Inputs/writes messages using proper grammar and spelling. Verifies names and telephone numbers.
Properly handles all incoming urgent matters or emergencies for the guests and hotel. Works with hotel management and/or security in order to calmly direct appropriate action. Appropriately documents all emergencies.
Serve as Reservation Agent for rooms and outlets and assists with in-house needs.
Handle internal calls for guest services and external calls for any inquiries.

Benefits

Access to your pay when you need it through DailyPay
Medical Insurance Coverage – for you and your family
Mental Health Resources
Best-in-Class Paid Time Off (PTO)
Go Hilton travel discount program
Supportive parental leave
Matching 401(k)
Employee stock purchase program (ESPP) - purchase Hilton shares at 15% discount
Debt-free education : Access to a wide variety of educational credentials (ex. college degrees, high school completion, English-language learning, digital literacy, professional certificates and more)
Career growth and development
Team Member Resource Groups
Recognition and rewards programs