Front Desk Agent

Who We Are:

Feel valued and cared for at DoubleTree by Hilton Hotel Santa Ana-Orange County Airport.  At this property, you will be part of a team that values being proactive with guests and giving them a memorable experience for every stay.

Are you ready to take your career to the next level? Apply Today!

Company Description:

Pacific Hospitality Group provides a unique value proposition to investors and team members through our

owner/operator approach. We are a family focused company committed to long term holds that enable us to

grow our business and our team members. Our vision is to enrich people’s lives by offering memorable

experiences, giving back to our communities and honoring God in all that we do. We are focused on long-term

value creation and sustainable growth.

Integrity, Compliance, Value Creation, Principled Entrepreneurship, Customer Focus, Knowledge, Change,

Humility, Respect, & Fulfillment

Job Description

WHAT YOU WILL ACCOMPLISH

•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, some of whom may require a high level of

patience, tact and diplomacy to defuse anger. Collects accurate information and resolves conflicts. Keeps

immediate supervisor promptly and fully informed of any problems, potential safety issues, or unusual

situations so prompt corrective action may be taken. Communicates with other departments to fulfill

guest needs.

•Maintains hotel records by entering required room and guest account data into systems. Performs all

guest accounting functions according to hotel procedure to ensure all guest and house accounts are

completed and accurate. Collects hotel revenue by entering services and charges, computing bills and

obtaining payments. Runs all necessary reports and balances paperwork.

•Resolves guest complaints within scope of authority; otherwise refers the matter to management.

Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.

WHAT YOU WILL BRING

Provides warm and welcoming experience for all guests and visitors. Handles all aspects of guest

registration/check-in and check-out procedures. Provides special assistance and information about the hotel,

hotel amenities, and local area attractions. Resolves guest concerns and provides professional service to gain high

level of guest confidence and satisfaction. Enters information into computer system, collects funds and runs

necessary reports. Seeks opportunities to maximize revenue.

GREAT IF YOU HAVE

•Guest service or customer service experience desired.

•Must have excellent customer service/communication skills to work with guests of various social,

cultural, economic and educational backgrounds for the purpose of resolving problems/complaints and

providing a high level of guest satisfaction.

•Requires attention to detail. Must be able to solve problems and remain calm and alert if dealing with

difficult guest, during busy activity periods or in an emergency situation.

•Must be able to speak, read, write and understand English to understand instructions, safety rules, and

communicate with guests. Proficiency in another language a plus.

We provide equal employment opportunities to all employees and applicants for employment and prohibit

discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin,

disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or

any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment including recruiting, hiring, placement,

promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.