Job Overview
Employment Type
Full-time
Compensation
Hourly
Exact $17.50
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Employee Discounts
Retirement Plan
Career development opportunities
Professional training
Job Description
DoubleTree by Hilton Hotel Santa Ana-Orange County Airport is part of the esteemed Pacific Hospitality Group, a reputable family-focused company dedicated to enriching people's lives by providing memorable hospitality experiences. At this hotel, guests receive exceptional care within a welcoming environment designed to make every stay memorable. The property emphasizes high standards of proactive guest service, ensuring that visitors feel valued and cared for throughout their stay. Pacific Hospitality Group operates on a strong foundation of integrity, compliance, and community involvement, seeking long-term value creation and sustainable growth through principled entrepreneurship and customer focus. The company’s culture is grounded in core values such as humility, respect, and fulfillment, fostering a work environment where team members can grow alongside the business.
The Front Desk Agent role at DoubleTree by Hilton Hotel Santa Ana-Orange County Airport is a pivotal position offering an excellent opportunity to advance your hospitality career. As the first point of contact for guests, the Front Desk Agent plays a vital role in creating a friendly, efficient, and professional atmosphere at the hotel. The role involves greeting guests warmly, managing the check-in and check-out processes, handling guest inquiries, and resolving concerns swiftly and professionally to ensure guest satisfaction. Front Desk Agents also manage the registration of guests, including confirming reservation details, assigning rooms, issuing key cards, verifying credit, and processing payments accurately. They serve as a communication hub between guests and various hotel departments, ensuring all guest needs are met promptly and efficiently. This role requires attentiveness to detail, the ability to manage multiple tasks with composure during busy periods, and strong interpersonal skills to handle diverse guests with tact and diplomacy. The position is ideal for career-oriented individuals who take pride in delivering excellent customer service and wish to contribute positively to the hospitality experience of many visitors.
The Front Desk Agent role at DoubleTree by Hilton Hotel Santa Ana-Orange County Airport is a pivotal position offering an excellent opportunity to advance your hospitality career. As the first point of contact for guests, the Front Desk Agent plays a vital role in creating a friendly, efficient, and professional atmosphere at the hotel. The role involves greeting guests warmly, managing the check-in and check-out processes, handling guest inquiries, and resolving concerns swiftly and professionally to ensure guest satisfaction. Front Desk Agents also manage the registration of guests, including confirming reservation details, assigning rooms, issuing key cards, verifying credit, and processing payments accurately. They serve as a communication hub between guests and various hotel departments, ensuring all guest needs are met promptly and efficiently. This role requires attentiveness to detail, the ability to manage multiple tasks with composure during busy periods, and strong interpersonal skills to handle diverse guests with tact and diplomacy. The position is ideal for career-oriented individuals who take pride in delivering excellent customer service and wish to contribute positively to the hospitality experience of many visitors.
Job Requirements
- High school diploma or equivalent
- prior guest service or customer service experience desired
- strong communication skills
- attention to detail
- problem-solving ability
- ability to remain calm under pressure
- proficiency in English
- additional language skills a plus
Job Qualifications
- High school diploma or equivalent
- guest service or customer service experience desired
- excellent communication skills
- ability to handle guests of various social, cultural, economic and educational backgrounds
- attention to detail
- problem-solving skills
- ability to remain calm and alert during busy or emergency situations
- ability to speak, read, write and understand English
- proficiency in another language a plus
Job Duties
- Welcomes guests by greeting them in an enthusiastic and professional manner, answering questions and responding to requests
- provides information about hotel and hotel amenities
- registers hotel guest by obtaining or confirming room requirements, verifying pre-registration, assigning rooms, obtaining information and signatures
- issues door key cards
- establishes guest credit by verifying credit cards or obtaining cash
- seeks opportunities to maximize revenue
- effectively deals with internal and external customers, including defusing anger with patience, tact and diplomacy
- collects accurate information and resolves conflicts
- keeps immediate supervisor informed of any problems or unusual situations
- communicates with other departments to fulfill guest needs
- maintains hotel records by entering room and guest account data into systems
- performs guest accounting functions accurately
- collects hotel revenue by entering services and charges, computing bills and obtaining payments
- runs reports and balances paperwork
- resolves guest complaints within scope of authority
- refers management as needed
- notifies supervisor and/or Security of unusual events, missing items, or alleged theft
Job Criteria
Experience
Entry Level (1-2 years)
Job Location
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