Conrad Service Agent - Conrad Los Angeles

Hilton•Los Angeles, CA

8d•Onsite

About The Position

Exceptional Hospitality Starts with You. Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! As a Conrad Service Agent, you’re not just handling incoming telephone calls – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Requirements

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.

Nice To Haves

Prior reservations, front office or travel industry experience preferred.
Previous Hilton OnQ experience preferred.
Luxury hospitality background experience preferred.
Sales experience 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