Front Desk Agent

As a Front Desk Agent at Ramada Suites San Diego, you will be the first point of contact for guests, providing them with a warm welcome, efficient check-in/check-out services, and assisting them throughout their stay. Your role is vital in ensuring an excellent guest experience by delivering high-quality customer service and maintaining a positive, friendly attitude at all times.

Key Responsibilities:

• Guest Services:
  • Greet and welcome guests upon arrival.
  • Handle check-in and check-out processes efficiently and professionally.
  • Respond to guest inquiries, concerns, and requests in a timely and courteous manner.
  • Provide guests with information about hotel services, local attractions, and dining options.
  • Manage guest reservations, ensuring accurate information and availability.
• Administrative Duties:
  • Process payments and maintain accurate records using the hotel’s property management system.
  • Answer phone calls, direct them as needed, and handle reservation inquiries.
  • Maintain an organized and clean front desk area.
  • Coordinate with housekeeping and maintenance staff to meet guest requests.
• Problem-Solving:
  • Address and resolve guest complaints or issues, escalating to management when necessary.
  • Act as a liaison between guests and hotel staff to ensure smooth communication and problem resolution.
• Security and Safety:
  • Monitor security and report any suspicious activity or safety concerns.
  • Ensure compliance with hotel policies, procedures, and brand standards.

Requirements:

• High school diploma or equivalent.
• Previous hotel front desk or customer service experience is preferred but not required.
• Strong communication and interpersonal skills.
• Proficiency with computers and hotel property management systems (experience with Hilton’s PEP system is a plus).
• Ability to multitask, stay organized, and handle stressful situations calmly.
• A friendly and positive demeanor, with a commitment to excellent guest service.
• Flexibility to work various shifts, including weekends, holidays, and nights.

Benefits:

• Paid time off and holiday pay.
• Employee discounts on hotel stays at Hilton-branded properties.
• Opportunities for professional development and career advancement within the company.