Front Desk Agent at Hampton Inn & Suites (36617)

Job DetailsJob Location: Hampton Inn and Stes Anaheim - Anaheim, CA 92802Salary Range: $19.00 - $20.00 HourlyJob Shift: AnyWe are seeking a part-time Front Desk Agent with open availability to join our team. At Hampton Inn & Suites, we pride ourselves on creating a warm and welcoming environment for our guests, driven by our dedicated and compassionate team members. Our associates are committed to delivering exceptional service and memorable experiences. Join us in our mission to ensure every guest feels at home. This role works closely with the Front Desk Supervisors, Front Office Manager, and Hotel Manager to maintain our high standards of hospitality. Position Summary:  The Guest Service Agent (GSA) is responsible for delivering exceptional customer service to guests throughout their stay. This involves managing check-in and check-out procedures, addressing guest inquiries and concerns, and providing information about hotel amenities and local attractions. The GSA ensures a welcoming atmosphere by maintaining a professional demeanor and promptly resolving any issues to enhance the guest experience. Additionally, the role requires effective communication with various departments within the hotel to ensure seamless operations and guest satisfaction. A GSA must exhibit strong interpersonal skills, attention to detail, and the ability to multitask in a fast-paced environment. Essential Job Duties and Responsibilities (Other duties may be assigned):  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.    •    Greet guests upon arrival and provide a friendly, professional welcome •    Handle guest check-ins and check-outs, ensuring all necessary information is collected and entered into the hotel’s system •    Handle reservations, including changes and cancellations, and ensure guest preferences and requests are noted •    Allocate rooms to guests based on their preferences and availability, ensuring a smooth check-in experience •    Offer guests accurate information about the hotel’s services, facilities, and local attractions •    Address guest inquiries, concerns, and complaints promptly and professionally, ensuring guest satisfaction •    Assist guests with booking transportation, restaurant reservations, and event tickets •    Explain and manage guest loyalty programs, enrolling new members and updating existing accounts •    Handle cash, credit card, and other forms of payments accurately and securely •    Prepare and present invoices to guests upon check-out, ensuring all charges are correct •    Process refunds and adjustments as needed, following hotel policies •    Coordinate with housekeeping, maintenance, and other departments to ensure guest requests are fulfilled •    Complete shift reports detailing guest activities, incidents, and any outstanding issues for the next shift •    Answer phone calls and emails promptly, assisting guests with inquiries and bookings Other Essential Duties: (Continued) •    Attends hotel and department meetings and other functions required by management •    Communicates all pertinent information to Front Desk Supervisor and/or Front Office Manager, Hotel Manager  •    Must be available to work weekends and holidays •    Arrives to work on time, ready to clock in, in a clean/pressed uniform and non-slip shoes •    Must maintain high standards of personal appearance and grooming •    Wears name tag at all times when at work •    Must be attentive, courteous and efficient at all times when dealing with the guests and co-workers •    Comply at all times with compliance standards and regulations to encourage safe and efficient hotel operations •    Establish and maintain good communications and teamwork with fellow employees and other departments within the hotel in such a manner that promotes harmony and goodwill throughout the workplace •    Be familiar with all policies and hotel rules, and hotel terminology •    Must be capable of self-supervision and have the ability to manage time accordingly in order to complete the required work   QualificationsQualifications Requirements:   •    A minimum of 1 year of progressive experience in a customer service role (preferably in the hospitality industry) •    Minimum age requirement of 18 years Knowledge and Skills:  •    Proficiency in multitasking is essential •    Possess a friendly demeanor and the ability to address guest requests and concerns promptly and courteously •    Ability to manage transactions accurately and responsibly •    Ability to communicate clearly and effectively with guests and team members •    Ability to interact positively with a wide range of people, providing a welcoming and friendly atmosphere •    Ability to use Word, Excel, and Outlook for daily operations •    Proficiency in using software to check guests in and out, make reservations, and manage bookings •    Availability to work flexible hours including nights, weekends, and holidays as required by hotel operations   Reasoning Ability:      Guest Service Agents need strong reasoning skills. This role requires quick thinking and problem-solving skills to address guest inquiries, resolve conflicts, and ensure a seamless guest experience. A GSA must be adept at assessing situations, identifying potential issues, and implementing solutions promptly while maintaining a calm and courteous demeanor.   Physical Demands:   Reasonable accommodation may be available for individuals with disabilities. •    Continuous standing and walking •    Frequent walking •    Minimal sitting •    Normal neck motion •    Maximum carrying weight up to 5-30 pounds  •    Carrying distance up to 20 feet •    Frequent Reaching •    Intermittent overhead lifting •    Frequent waist to chest level lifting •    Intermittent floor level lifting •    Occasional use of step stool •    No crawling •    Minimal balancing •    Occasional crouching and kneeling •    Intermittent pushing and pulling (luggage carts) •    Frequent bending and twisting  •    Continuous standing and reaching  •    Continuous and repetitive use of hands (holding, gripping, grasping) •    Continuous use of feet  •    Climbing and descending stairs during shift Work Environment:      The work environment for a Guest Service Agent is designed to be both comfortable and efficient. As a GSA, you will primarily work indoors, focusing on providing exceptional guest experiences. The atmosphere is one of teamwork and professionalism, where attention to detail and a positive attitude are highly valued. This job description is not an exhaustive list of all job functions that are required of an employee in this position, and employees are expected to work collaboratively as a team to achieve the company's goals; therefore, other duties may be asked of an employee in this position from time to time.