Front Desk Agent
About The Position
USC Auxiliary Services is hiring a Front Desk Agent for the USC Hotel, a 240-room hotel operated by the University of Southern California. The agent provides guests with efficient, accurate information and friendly, respectful service during check-in and checkout, helping the hotel exceed guest expectations. The position includes overnight Night Audit shifts, which receive a $2.00-per-hour pay differential. The role also supports reservations, room assignments, guest requests, cashiering, communications, and coordination with hotel departments. The agent must follow hotel procedures and USC’s Unifying Values, and may perform other related duties as assigned.
Requirements
- High school diploma or equivalent; combined experience and education may substitute for the minimum education requirement.
- At least 1 year of experience; combined education and experience may substitute for the minimum experience requirement.
- Customer service field expertise.
- Demonstrated commitment to USC’s Unifying Values through ideas, words, and actions.
Nice To Haves
- Bachelor’s degree.
- Two years of experience in hospitality and/or hotel customer service.
Responsibilities
- Greet arriving guests and complete efficient check-in, including verifying identification, credit, and payment; assigning keys; completing registration cards; and accommodating special requests when possible.
- Prepare and communicate guest and room information to appropriate hotel personnel.
- Review accounts and charges with guests during checkout.
- Assist with pre-registration and room blocking; take same-day and future reservations as needed and follow cancellation procedures.
- Use suggestive selling to promote rooms and other hotel services.
- Coordinate room-status updates with housekeeping, including checkouts, late checkouts, early check-ins, special requests, and day-use rooms.
- Coordinate maintenance and repair requests and maintain guest room key storage.
- Follow credit, check-cashing, and cash-handling procedures; perform cashier duties, including settling bills and invoices, posting charges, and exchanging foreign currency.
- Answer questions about hotel services and amenities, local dining, entertainment, and directions.
- Handle incoming calls through the PBX console, route calls appropriately, take and deliver messages, and follow telephone, mail, package, and message-handling procedures.
- Read and initial the daily pass-on log and bulletin board, and stay informed about hotel activities and meetings.
- Handle in-house calls and communicate guest comments, complaints, and requests to appropriate staff and managers.
- Arrange tours, taxis or other transportation, and restaurant reservations upon request.
- Report unusual occurrences or requests to the assistant manager or manager on duty.
- Perform other related duties as assigned or requested.
Benefits
- USC offers a variety of benefits and programs supporting employees and their families; details are available on the USC benefits website.
- The position's Night Audit shifts receive a $2.00-per-hour pay differential.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
