Guest Service Agent - Conrad Los Angeles

Hilton•Los Angeles, CA

10d

About The Position

The Guest Service Agent delivers memorable guest experiences by supporting seamless check-in and check-out and providing warm, attentive hospitality at Conrad Los Angeles. The role registers guests, assigns rooms, prepares electronic keys and welcome materials, explains room details, administers Hilton Honors and other marketing programs, and coordinates assistance to guests. It also maintains accurate guest accounts, processes payments and other forms of payment, and converts foreign currency at posted rates. The agent greets guests, responds to questions and special requests, handles telephone and email inquiries, manages messages and guest items, and communicates guest needs to other team members. The position also investigates and resolves complaints, including payment or room-condition issues, using sound judgment, discretion, patience, and diplomacy. The agent must be able to perform essential functions with or without reasonable accommodation.

Requirements

Considerable calculator skills to perform moderately complex mathematical calculations accurately.
Ability to deal effectively with internal and external customers, exercising patience, tact, and diplomacy to gather information and resolve conflicts.
Ability to read, listen, and communicate effectively in English, verbally and in writing.
Ability to access and accurately enter information using a moderately complex computer system.
Ability to perform essential job functions with or without reasonable accommodation.

Nice To Haves

One year of prior guest experience.
Prior hospitality experience.
Luxury hospitality experience.
Hilton OnQ experience.

Responsibilities

Complete guest registration by entering and retrieving information in the computer system, confirming guest count and room rate, and selecting rooms based on guest needs.
Code electronic keys and confirm room number and rate non-verbally.
Promote and administer Hilton marketing programs, including Hilton Honors, for arriving guests.
Explain the room location, arrange an escort when needed, and provide a welcome packet with keys and other guest items.
Ensure guest statements accurately reflect rooms and services and properly account for services provided by the hotel.
Assist guests with checkout payments or charges; accept and record vouchers, credit, travelers’ checks, and other forms of payment; convert foreign currency at posted rates.
Greet customers promptly and warmly; listen to requests and provide appropriate assistance and accurate information about outlet hours, VIP programs, events, and other topics.
Receive and respond to special guest requests or forward them to appropriate team members.
Answer telephone and email inquiries promptly; enter and relay messages, communicate special guest needs, and retrieve and deliver mail, packages, facsimiles, and other requested items.
Investigate guest complaints, identify effective solutions, negotiate outcomes, and assist with problems such as price conflicts or heating and air-conditioning issues.
Remain calm and alert during emergencies and periods of heavy hotel activity, and plan and implement detailed steps using judgment and discretion.

Benefits

Access to pay through DailyPay
Medical insurance coverage for the employee and family
Mental health resources
Paid time off (PTO)
Go Hilton travel discount program
Parental leave
Matching 401(k)
Employee stock purchase program with Hilton shares available at a 15% discount
Access to educational credentials, including college degrees, high school completion, English-language learning, digital literacy, and professional certificates
Career growth and development
Team Member Resource Groups
Recognition and rewards programs