InterContinental Los Angeles

2151 Avenue of the Stars
Los Angeles , CA
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Front Office: Front Desk Agent, Instant Service Attendant, Concierge

InterContinental Los Angeles
Los Angeles, CA Full-time
Posted on September 6, 2018

FRONT DESK AGENT

Job Overview:

Check-in/check-out hotel guests in a timely and professional manner; process all payments according to established procedures. 

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DUTIES AND RESPONSIBILITIES:

  • Welcome guests in a friendly, prompt and professional manner.
  • Register guests, issue room keys, provide information on hotel services and room location.     

      Answer phones in a prompt and courteous manner.

  • Up-sell rooms where possible to maximize hotel revenue.
  • Accurately process all cash and credit card transactions in accordance with established           procedures including but not limited to posting all charges, completing cashier and other reports,            preparing deposit, and counting/securing assigned bank.
  • Issue, control and release guest safe-deposit boxes.
  • Communicate any outstanding guest requests or issues to management that may require

      additional monitoring or follow-up.

  • Respond appropriately to guest complaints. Make appropriate service recovery gestures in order

       to ensure total guest satisfaction. 

  • May routinely book guest reservations for individuals and/or groups that are requested either by

      phone or from within the hotel; process cancellations, revisions, and information updates on     

      changes.

  • Promote team work and quality service through daily communications and coordination with

      other departments. 

  • Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.

 

Qualifications and Requirements:

High School diploma or equivalent, plus one year front desk/guest service experience.  Some college preferred.  Must speak fluent English.  Other languages preferred.

 

This job requires ability to perform the following:

  • Frequently standing up behind the desk and front office areas
  • Carrying or lifting items weighing up to 50 pounds
  • Handling objects, products and computer equipment
  • Use a keyboard to operate various property management and reservations systems, etc.

 

Other:

  • Communication skills are utilized a significant amount of time when interacting with guests and employees.
  • Reading and writing abilities are utilized often.
  • Basic math skills are used frequently.
  • Problem solving, reasoning, motivating and training abilities are often used.
  • May be required to work nights, weekends, and/or holidays.

 

Work Area:  Front Office

 

The statements in this job description are intended to represent the key duties and level of work being performed.  They are not intended to be ALL responsibilities or qualifications of the job.   This position is classified as non-exempt (per the Fair Labor Standards Act) and is subject to overtime in accordance with Federal and State Regulations.

 

 

 

INSTANT SERVICE ATTENDANT

 

JOB OVERVIEW:

Answer calls from in-house guest in a timely and professional manner and in accordance with established scripts and standards.

 

DUTIES AND RESPONSIBILITIES:

  • Answer phone calls within prescribed time frame, respond to guest’s request in a professional manner and according to established scripts and standards, and dispatch services/resolution in accordance with established procedures.  Ensure calls are logged and follow up with guests to ensure total guest satisfaction.
  • Provide guests with information on hotel facilities and services, local directions, and emergency, safety, and security procedures, etc.   
  • Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
  • Promote team work and quality service through daily communications and coordination with other departments.  Be aware and prepare for all in-house group meetings and VIP arrivals.
  • Perform other duties as assigned.

 

Qualifications and Requirements:

Basic reading and writing plus six months experience as a phone/switchboard operator.  Must speak fluent English.  Other languages preferred.

 

This job requires ability to perform the following:

  • Speak, listen, and use a keyboard to type or route messages, usually done while sitting down.

 

Other:

  • Communication skills are utilized a significant amount of time when interacting with guests and employees.
  • Reading and writing abilities are utilized often when completing departmental records/logs and taking messages for guests or hotel staff.
  • May be required to work nights, weekends, and/or holidays.

Work Area:  Instant Service Center

 

The statements in this job description are intended to represent the key duties and level of work being performed.  They are not intended to be ALL responsibilities or qualifications of the job.   This position is classified as non-exempt (per the Fair Labor Standards Act) and is subject to overtime in accordance with Federal and State Regulations.

 

 

 

CONCIERGE

 

Job Overview:

Coordinate guests’ needs, requests, and inquiries to ensure superior service and value for our guests.

 

DUTIES AND RESPONSIBILITIES:

  • Collect and provide comprehensive information and coordinate guest requests including but not limited to hotel services, sporting events, places of interest, restaurants, theater, airline, transportation tickets, limousine rentals, sightseeing tours and any other information of interest.  Handle reservations and obtain/issue tickets where applicable.
  • Provide guest assistance with florists, couriers, mail services, rental of small business machines, international calls, etc.
  • Respond appropriately to guest concerns or complaints in a timely manner.  Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
  • Maintain a neat and orderly concierge desk and area that reflects highly on the hotel and brand.
  • Promote team work and quality service through daily communications and coordination with other departments.  Be aware and prepare for all in-house group meetings and VIP arrivals.
  • Perform other duties as assigned such as assisting the bell stand, providing luggage, and assistance, etc.

 

Qualifications and Requirements:

High School diploma or equivalent plus one year experience as a concierge or related discipline, or equivalent combination of education and experience.  Some College and knowledge of locale preferred.  Must speak fluent English.  Other languages preferred.

 

This job requires ability to perform the following:

  • Carrying or lifting items weighing up to 25 pounds
  • Handling objects such as phone, computer keyboard

 

Other:

  • Communication skills are utilized a significant amount of time when interacting with guests and third parties.
  • Reading and writing abilities are utilized often when completing departmental records/logs, tagging bags, etc.
  • May be required to work nights, weekends, and/or holidays.

 

Work Area:  Concierge Desk

 

The statements in this job description are intended to represent the key duties and level of work being performed.  They are not intended to be ALL responsibilities or qualifications of the job.   This position is classified as non-exempt (per the Fair Labor Standards Act) and is subject to overtime in accordance with Federal and State Regulations.