Front Desk Agent

AccorHotel • Los Angeles, CA

18h

About The Position

The Front Desk Agent provides professional, friendly, and engaging service while welcoming guests and assisting them throughout their stay. The role follows Front Office standard operating procedures and Fairmont brand standards, maintains a visible presence at the reception desk, and serves as a lobby ambassador. Agents check guests in and out, respond to questions and concerns, resolve complaints, provide recommendations, and support guest satisfaction through accurate information and attentive service. They also promote hotel amenities, upsell room types, enroll guests in the Accor Live Limitless loyalty program, update guest profiles, handle billing transactions, and assist with luggage and transportation inquiries. The role requires familiarity with the hotel’s facilities, services, technology, and communication platforms, as well as maintaining clean, safe, and orderly work areas.

The position is permanent and full-time. It is covered by a collective bargaining agreement with UNITE HERE Local 11, with progressive hourly pay: $28.60 during months 1–9, $33.98 during months 10–18, and $37.75 after 18 months. Scheduling is based on seniority and business demands, and the role requires flexibility in working hours. The workplace promotes trust, respect, integrity, diversity, and inclusion.

Requirements

• Fluent spoken and written English.
• Ability to communicate fluently with guests and associates.
• Ability to manage multiple tasks in a fast-paced, changing environment while remaining calm, courteous, and focused on guest needs.
• Ability to type 25 words per minute.
• Professional presentation.
• Flexibility regarding working hours.
• Strong interpersonal and problem-solving abilities.
• Highly responsible and reliable.
• Ability to work well under pressure in a fast-paced environment.
• Ability to research and investigate information to support strategic decision-making.
• Ability to work cohesively with colleagues as part of a team.
• Ability to use computer software and handle cash effectively and accurately.
• Basic math skills.
• Ability to observe carefully and maintain meticulous attention to detail.
• Ability to follow instructions and work quickly and thoroughly.
• Ability to think rationally under pressure, use logical and structured thinking, balance budgetary and guest needs, and consider the wider consequences of decisions.
• Ability to walk, stand, kneel, and bend for up to 8 hours a day.
• Ability to work under pressure and stress and maintain a fast pace.
• Proof of eligibility to be employed in the United States.

Nice To Haves

• Previous property management system (PMS) experience.
• Computer literacy in Microsoft Windows applications.
• Hospitality diploma.
• At least two years of work experience in a relevant discipline.
• At least one year of work experience as a Front Desk Agent.

Responsibilities

• Provide professional, friendly, and engaging service in accordance with Front Office standard operating procedures and Fairmont brand standards.
• Welcome guests, remain observant and responsive to guests at the Front Desk and Mobile Check-In Station, and serve as a lobby ambassador.
• Maintain a continuous presence at the Reception Desk and greet guests courteously, using their names whenever possible.
• Check guests in and out efficiently at the Front Desk and Mobile Check-In Station.
• Assist guests with questions and comments, respond to inquiries with accurate information, and resolve complaints and concerns in a timely, tailored manner.
• Recommend activities and restaurants, with emphasis on promoting hotel amenities and venues.
• Assist with luggage and transportation inquiries.
• Upsell room types and enroll guests in the Accor Live Limitless loyalty program; update guest profiles when applicable.
• Handle cash, credit card, and other billing transactions, including posting room and dining charges to guest ledgers.
• Maintain cleanliness, safety, and order in work areas, including the Lobby, Concierge, and Front Desk, and report deficiencies to a Supervisor.
• Contact guests through their preferred method in the lobby, dining area, or other areas of the property.
• Use hotel technology and communication platforms to support hotel operations and guest satisfaction.
• Become familiar with Fairmont Century Plaza and its facilities and services.
• Follow all safety and sanitation policies and perform other duties as assigned.

Benefits

• Employee benefit card offering discounted rates at Accor properties worldwide.
• Learning programs through Accor Academies.
• Opportunities to develop talent and grow within the property and across the world.
• Union benefits as provided by the collective bargaining agreement.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed