Job Purpose
Front Desk Agents working overnight you are the first point of contact for new arrivals and guests having any issues during the night. As the face of the hostel and the go to person at night, you are fundamental to its success. The purpose of the position, first and foremost, is to provide excellent customer service. You will also be using the systems in place to organize and register guests, liaise with other departments, and provide unforgettable guest experiences. Overnight agents also provide security for the guests and the building
Qualifications
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- ability to work well with others
- commitment and reliability
- open-mindedness and cultural sensitivity
- previous work in the service industry, especially in hospitality
- previous stays in hostels
- professional and friendly manner
- authorized to work in the USA
- bilingual a plus - English proficiency required
- computer literacy required
- a passion for travel
- calm and level headed in difficult situations
- knowledge of Hollywood and surrounding area
Responsibilities - Summary
- Answer guest questions, give recommendations on activities, amenities, and attractions
- Answer phones using proper phone etiquette
- Communicate effectively with colleagues and managers via the internal email system.
- Effectively use guest registration software to perform check ins and check outs
- Extra duties that may be assigned by the Manager or Supervisor.
- Greet guests and maintain a welcoming, friendly, and professional atmosphere
- Handle guest inquiries and issues. Use the resources available to find answers for guests when they do not know the answer themselves.
- Handle minor maintenance issues like re-programming a remote or changing a light bulb
- Handle transactions with cash and card.
- Keep the front desk tidy and restock inventory as needed. Tell a manager when stock is low.
- Maintain a clean, secure and welcoming environment to individuals of all flavors
- Monitor hostel security, check guest keys every time a guest enters. Monitor security cameras for issues.
- Navigate different formulas for third party reservations
- Provide advice on what to do, where to eat, give directions, etc.
- Respond to emails and make reservations
- Sell hostel sale items and direct tour related questions to the morning receptionists
- Set up and monitor breakfast (when applicable)
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