InterContinental Los Angeles

2151 Avenue of the Stars
Los Angeles , CA
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Rooms Division: Front Desk Agent, Front Desk Manager, Guest Relations Agent, Housekeeping Supervisor, Room Attendant, Turndown Attendant

InterContinental Los Angeles
Los Angeles, CA Full-time
Posted on January 11, 2019

Rooms Division:

 

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.

 

 

 

FRONT DESK MANAGER

Job Overview:

Manage the activities of a front desk shift ensuring that guests receive prompt, professional attention and personal recognition.  Adhere to all brand standards and desk merchandising.

 

DUTIES AND RESPONSIBILITIES:

  • Manage all aspects of front desk operations for assigned shift. Schedule employees to ensure proper coverage.
  • Monitor performance and recommend/initiate corrective and/or disciplinary action, or other staffing/human resources-related actions in according with company policies and procedures.  Alert management of potentially serious issues.
  • Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions.
  • Ensure guests receive prompt, professional attention and are greeted upon arrival.  Respond appropriately to guest complaints.  Implement appropriate service recovery gestures in order to ensure total guest satisfaction.  Communicate to staff any VIP, Priority Club, or special needs or requests and follow up on execution.
  • Communicate and assist in achieving departmental guest satisfaction, revenue, and profit goals and objectives.   Manage labor costs and expenses within budget.
  • Assist in managing hotel revenue generation & maximization through full utilization of company systems, business processes and specifications.
  • Ensure procedures are followed for security of monies, credit and financial transactions, and guest security. 
  • Throughout shift conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company.  Correct any deficiencies.
  • Train appropriate staff on procedures for PBX to serve as a central communications point during emergency/crisis situations.
  • Promote teamwork and quality service through daily communication and coordination with other departments.  Key departmental contacts include Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance. 
  • Interact with outside contacts:
    • Guests – to ensure their total satisfaction
    • Regulatory agencies – regarding safety and emergency matters
    • Other contacts as needed (professional organizations, community groups, local media)
  • May serve as “manager on duty” as required.
  • Perform other duties as assigned including assisting staff with their job functions during peak periods.

 

ACCOUNTABILITY:

This job is responsible for managing front desk operations for a p.m. and/or weekend shift at a large, fairly complex full-service hotel with an extensive range of facilities and services and may include a large number of Priority Club Accounts and VIP and key guests.  Typically supervises a shift of front office employees. 

    . 

Qualifications and Requirements:

Bachelor’s degree in Hotel Management, Business Administration or related field plus one or more years front office/guest services experience including supervisory experience, or an equivalent combination of education and experience.  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
  • Use a keyboard to operate various property management and reservations systems, etc.
  • Carrying, pushing, or lifting items weighing up to 50 pounds
  • Handling objects, products and computer equipment

 

Other:

  • Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
  • Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training
  • Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
  • Problem solving, reasoning, motivating, organizational and training abilities are used often.
  • May be required to work nights, weekends, and/or holidays.

 

 

The statements in this job description are intended to describe the essential nature and level of work being performed.  They are not intended to be ALL responsibilities or qualifications of the job.

GUEST RELATIONS AGENT

Job Overview:

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

.

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.

 

 

 

HOUSEKEEPING SUPERVISOR:

Job Overview:

Supervise and inspect the work of assigned room and/or public area attendants to ensure product quality standards are met and that optimum service is provided to hotel guests according to hotel and company business objectives.

 

DUTIES AND RESPONSIBILITIES:

  • Assist with scheduling and room assignments to ensure proper coverage. 
  • Monitor performance and recommend disciplinary action in accordance with company rules and policies.  Alert management of potentially serious issues.
  • Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their respective job duties. 
  • Inspect all assigned areas to ensure furnishings, guest rooms/suites, equipment, linens, and public areas are clean and in good repair to meet guest satisfaction.  Advise employees of deficiencies and instruct on corrective action.  Provide adequate retraining as needed.
  • Inspect storage rooms and room attendant carts for neatness, cleanliness, adequate supplies, and good repair.
  • Respond to guest complaints, special requests and ensure corrective action is taken to achieve complete guest satisfaction.
  • Control expenses and minimize waste within all areas of housekeeping.
  • Complete all paperwork and closing duties such as filling out supply requisitions, maintenance request forms, and updating log books, etc.
  • Promote teamwork and quality service through daily communication and coordination with other departments. 
  • May perform all housekeeping duties necessary including makings beds and vacuuming and cleaning guest rooms to ensure guest satisfaction.
  • Report, turn in, and/or log all lost and found items according to established procedures.
  • May regularly assist with deep cleaning projects.
  • May assist with other duties as assigned.

 

ACCOUNTABILITY:

This is typically a 3rd layer of supervision in the housekeeping department in a large hotel, or assists the Executive Housekeeper at a smaller property, and whose primary duties are inspecting guest rooms, suites and public areas and instructing employees on corrective action.

Qualifications and Requirements:

High School Diploma or equivalent plus 1-2 years housekeeping experience, preferably in a hotel of similar size and complexity, including some supervisory training/experience.  Must speak fluent English. 

 

This job requires ability to perform the following:

  • Carrying or lifting items weighing up to 50 pounds and pushing and or pulling approximately 200 pounds
  • Frequently standing up and moving about the facility
  • Frequently handling objects and equipment to maintain the facility
  • Frequently bending, stooping, and kneeling

 

Other:

  • Communication skills are utilized a significant amount of time when interacting with guests and employees.
  • Reading and writing abilities are utilized often when compiling departmental records, logs, or paperwork.
  • Basic mathematical skills are used occasionally.
  • May be required to work nights, weekends, and/or holidays.

 

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.

 

ROOM ATTENDANT

 

JOB OVERVIEW:

Clean guest rooms and/or suites in a timely and thorough manner to ensure total guest satisfaction.

 

DUTIES AND RESPONSIBILITIES:

  • Clean and service assigned rooms or areas according to established standards and procedures including making beds, dusting, vacuuming, cleaning and sanitizing bathrooms, removing trash, etc.  May include cleaning of kitchen area, room refrigerator, coffee maker, cups, glasses, silverware, etc.
  • Notify supervisor when service is complete so rooms may be sold or occupied.  Report any room unable to be serviced to supervisor according to established procedures.
  • Report to supervisor needed repairs or unsafe conditions.
  • Respond to guest complaints, special requests and ensure corrective action is taken to achieve complete guest satisfaction.
  • Monitor and control supplies and amenities, and minimize waste within all areas of housekeeping.
  • Report, turn in, and/or log all lost and found items according to established procedures.
  • Promote teamwork and quality service through daily communication and coordination with other departments. 
  • May regularly assist with deep cleaning projects.
  • May assist with other duties as assigned.
  • May have turndown duties.

 

Qualifications and Requirements:

Basic reading, writing, and math skills.  Some housekeeping experience and ability to speak English preferred.

 

This job requires ability to perform the following:

  • Carrying or lifting items weighing up to 50 pounds and pushing and or pulling approximately 200 pounds
  • Frequently standing up and moving about the facility
  • Frequently handling objects and equipment to maintain the facility
  • Frequently bending, stooping, and kneeling,

 

Other:

  • Communication skills are utilized a significant amount of time when interacting with guests and employees.
  • Basic reading, writing, and math abilities are utilized often when reading room assignments, completing checklists, replacing room linens and amenities.
  • May be required to work nights, weekends, and/or holidays.

 

Work Area:  Housekeeping areas, guest rooms, guest corridors, service elevators

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.

 

 

TURNDOWN ATTENDANT

JOB OVERVIEW:

Provide turndown service and clean guest rooms and/or suites in a timely and thorough manner to ensure total guest satisfaction. 

DUTIES AND RESPONSIBILITIES:

  • Provide turndown service according to established brand or hotel standards and procedures such as turning down linens, closing drapes, refresh amenities, etc.
  • Clean and service assigned rooms or areas according to established standards and procedures including making beds, dusting, vacuuming, cleaning and sanitizing bathrooms, removing trash, etc. as needed.  May include cleaning of kitchen area, coffee maker, cups, glasses, silverware, etc.
  • Notify supervisor when service is complete so rooms may be sold or occupied.  Report any room unable to be serviced to supervisor according to established procedures.
  • Report to supervisor needed repairs or unsafe conditions.
  • Respond to guest complaints, special requests and ensure corrective action is taken to achieve complete guest satisfaction.
  • Monitor and control supplies and amenities, and minimize waste within all areas of housekeeping.
  • Promote teamwork and quality service through daily communication and coordination with other departments. 
  • Report, turn-in and/or log all lost and found items according to established procedures.
  • Perform other duties as assigned.

 

Qualifications and Requirements:

Basic reading, writing, and math skills.  Some housekeeping experience and ability to speak English preferred.

This job requires ability to perform the following:

  • Carrying or lifting items weighing up to 50 pounds and pushing and or pulling approximately 200 pounds
  • Frequently standing up and moving about the facility
  • Frequently handling objects and equipment to maintain the facility
  • Frequently bending, stooping, and kneeling,

Other:

  • Communication skills are utilized a significant amount of time when interacting with guests and employees.
  • Basic reading, writing, and math abilities are utilized often when reading room assignments, completing checklists, replacing room linens and amenities.
  • May be required to work nights, weekends, and/or holidays.

 

Work Area:  Housekeeping areas, guest rooms, guest corridors, service elevators

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.