Front Desk Agent

USC Auxiliary Services, one of the largest divisions at The University of Southern California, is focused on making a difference for over 65,000 students, athletes, faculty, staff, and guests who visit our campuses each day.  Through our innovative services, our six central business units (USC Bookstores, USC Hospitality, USC Housing, USC Transportation, the USC Hotel and the Los Angeles Memorial Coliseum) collectively create the best USC experience for future leaders, scientists, filmmakers, engineers, and doctors alike. Auxiliary Services works tirelessly to welcome all visitors into the Trojan family. We are driven to succeed by our commitment to uphold our six unifying values in Integrity, Excellence, Well-Being, Open Communication, Accountability, and Diversity, Equity, and Inclusion.

The city of Los Angeles boasts endless attractions and tourist destinations. Amongst all of the sights and sounds, the USC Hotel offers a modern and convenient place to unwind, with 240 spacious, comfortable guest rooms and over 15,000 square feet of flexible event space. Owned and operated by the University of Southern California, and the site of a recent multi-million dollar renovation, the hotel features luxurious fabrics and artwork depicting the storied traditions of USC. Additional renovations, which include the restaurants and kitchens, are in the planning stage.

We are seeking a Front Desk Agent to join our rapidly growing team.

The Opportunity:

As guests check into or out of the Hotel, they will rely on our front desk team to provide them with efficient and accurate information, in a friendly and respectful manner. As the Front Desk Agent, you will continue to provide exceptional customer service. We constantly strive to provide the best USC experience, and we hope that you can help us continue to exceed our guests’ expectations.

The Accountabilities:

• Greet all guests upon arrival and ensure a fast, efficient check-in process including verification of guests’ identification, credit, and payment for stay. Assign room keys, assist guests, complete registration cards, and provides other assistance as needed. Place guest and room information in the appropriate front desk packets and communicate information to the appropriate hotel personnel. Accommodate special requests whenever possible.

• Review accounts and charges with guests during the checkout process.

• Assist in pre-registration and blocking of rooms for reservations. Take same day and future reservations when necessary. Know cancellation procedures.

• Use suggestive selling techniques to sell rooms and to promote other services of the hotel.

• Work closely with the housekeeping department, and coordinate room status updates by notifying the department of all check outs, late checkouts, early check-ins, special requests, and day use rooms.

• Coordinate requests for maintenance and repair and maintain guests’ room key storage. Thoroughly understand and adhere to proper credit, check-cashing, and cash handling policies and procedures. Perform cashier responsibilities (i.e. bill and invoice settlement, post charges to the guest accounts, and perform foreign currency exchanges).

• Answer inquiries pertaining to hotel services and amenities, area dining, entertainment, and travel directions.

• Assist with incoming calls through PBX console in a polite and professional manner using standard phraseology and routing to the right department, guestroom, meeting room, or facility. Use proper telephone etiquette. Take messages and ensure their prompt delivery. Use proper mail, package, and message handling procedures.

• Read and initial the daily pass-on log and bulletin board. Knowledgeable of daily activities and meetings in the hotel.

• Handle all in-house calls and communicate guest comments, complaints, and requests to the appropriate and managers.

• Arrange tours, taxis, or other transportation, or restaurant reservations for guests upon request.

• Report any unusual occurrences or requests to the assistant manager or manager on duty.

• Perform other related duties as assigned or requested. The University reserves the right to add or change duties at any time.

The Qualifiers:

• Minimum Education: High school or equivalent.

• Minimum Experience: 1 year. Combined experience/education as substitute for minimum education.

• Minimum Field of Expertise: Customer service.

• In addition, the successful candidate must also demonstrate, through ideas, words and actions, a strong commitment to USC’s Unifying Values of integrity, excellence, diversity, equity and inclusion, well-being, open communication and accountability.

What We Prefer:

• Preferred Education: Bachelor’s Degree.

• Preferred Experience: 2 years of experience in Hospitality and/or Hotel customer service.

The Trojan Family Rewards:

We pride ourselves in creating the BEST USC EXPERIENCE, and that begins with our employees! We offer a wide variety of benefits and programs that support our staff and their families including. For more information, please visit benefits.usc.edu.

This support advocates work-life balance and employee well-being. As members of the Trojan family, employees are connected by the traditions and history that make us proud to be Trojans!

As an equal opportunity employer, USC values and promotes diversity and inclusion in the workplace. The work culture thrives on mutual respect, trust, and synergy amongst all of its members.

USC has great minds that transform the world with their talents and research. Will you be one? Join us!

FIGHT ON!

The hourly rate range for this position is $20.14 - $21.50. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational consideration.