Overnight Guest Service Agent - Hilton La Jolla Torrey Pines

Job description

Hilton La Jolla Torrey Pines is searching for an Overnight Guest Service Agent to join the team.

The coastal retreat with breathtaking views is situated along the beautiful Torrey Pines Golf Course overlooking the sunny shores of La Jolla.  The property boasts almost 40,000 square feet of event space, 2 food and beverage offerings, and 394 guest rooms.  Be part of a team that was ranked #1 on Great Places to Work and on Fortune’s World’s Best Workplaces list!

·  Classification:  Full Time
·  Shifts:  Overnight shifts, must be able to work weekends and holidays
·  The hourly rate: $20

The ideal candidate for this position should have at least one year of experience as a hotel front desk agent. Strong computer proficiency, excellent communication skills, the ability to make independent decisions, and a capacity to work with minimal supervision are essential requirements.

What will I be doing?

Specifically, you would be responsible for performing the following tasks to the highest standards:

·  Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows location of room and/or has a bell person accompany him/her
·  Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change and processing gift certificates and cards
·  Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries
·  Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy
·  Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner
·  Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction
·  Receive, input, retrieve and relay messages to guests.
·  Prepare arrivals for the following day (preassigned VIPs, groups, special requests)
·  Generate reports to make sure accuracy of charges.

What are we looking for?

 

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

·  Hospitality - We're passionate about delivering exceptional guest experiences.
·  Integrity - We do the right thing, all the time.
·  Leadership - We're leaders in our industry and in our communities.
·  Teamwork - We're team players in everything we do.
·  Ownership - We're the owners of our actions and decisions.
·  Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes:

·  Quality
·  Productivity
·  Dependability
·  Customer Focus
·  Adaptability

What will it be like to work for Hilton?

 

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands .  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!

The Benefits – Hilton is proud to have an award-winning workplace culture ranking  #1 World's Best Workplace by Great Place To Work & Fortune  We support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to innovative programs and benefits. Hilton offers its eligible team members a comprehensive benefits package including:

·  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 

 

Other Compensation: 

·  Front Office Upselling Incentive Program – Commission based program paid out monthly and is based on upsell generated revenue. Revenue is calculated as time of guest check-out. Upsell revenue includes room type upgrades, early check-in fee, late check out fees and late cancellation fees. Commission is calculated as follows:

$1-$399 earns 10% commission

$400-$999 earns 12% commission

$1,000 or more earns 15% commission. 

*Available benefits may vary depending upon property-specific terms and conditions of employment and the terms of the collective bargaining agreement if applicable.