Full-Time Front Desk Agent / Part-Time Concierge

Shore Hotel; Santa Monica (CA); On-site; USD 35,000 - 45,000; Full time

Job summary

A leading hotel in Santa Monica is seeking a Guest Service Agent to provide excellent customer service, assist guests with check-in and check-out, and ensure a pleasant stay. The ideal candidate will have strong communication skills, attention to detail, and a commitment to guest satisfaction. Join our team to contribute to a welcoming atmosphere and help enhance our guests' experiences.

Qualifications

• At least 1 year in a guest services role; hotel experience preferred.
• Proficiency in Microsoft Office; Opera experience beneficial.

Responsibilities

• Greet guests, perform check-in and check-out, and ensure guest satisfaction.
• Handle guest complaints and resolve issues promptly.
• Maintain knowledge of hotel services and local area.

Skills

Communication

Problem Solving

Collaboration

Attention to Detail

Flexibility

Education

Associate’s or Bachelor’s degree in business, management, hospitality

Tools

Microsoft Office

Opera

Job description

PROPERTY:

Shore Hotel

TITLE:

Guest Service Agent

DEPARTMENT:

Guest Services

STATUS:

Non-Exempt, Full Time, Part-Time, Regular

SUPERVISED BY:

Front Office Manager, Assistant Front Office Manager, Guest Services Supervisor

SUPERVISES:

This position will not supervise anyone.

A Guest Service Agent is responsible for greeting visitors of the hotel, checking guests in & out, and ensuring an enjoyable stay, contributing to the hotel's guest service excellence and profitability.

ESSENTIAL DUTIES:

1. Greet guests, perform check-in including inputting and retrieving information, confirming details, selecting rooms, coding keys, promoting marketing programs, and guiding guests to their rooms.
2. Assist with check-out, ensuring accurate billing, handling payments, and processing credit/debit transactions.
3. Maintain thorough knowledge of hotel services, room types, rates, packages, local area, and answer guest inquiries.
4. Use up-selling techniques to promote hotel amenities and maximize occupancy.
5. Respond to guest requests and resolve issues promptly and courteously.
6. Handle guest complaints and work towards complete satisfaction.
7. Review occupancy and daily arrivals/departures, and address potential room issues.
8. Promote open communication with management and other departments.
9. Assist PBX operators, bell staff, and front desk agents as needed.
10. Adhere to Shore Hotel policies, house rules, and hospitality terminology.
11. Ensure all Service Standards are signed off by staff.
12. Log and deliver messages, packages, and mail promptly and professionally.
13. Coordinate with other hotel departments regarding guest services.
14. Operate radios professionally, observing proper etiquette.
15. Handle cash accurately and follow credit policies.
16. Maintain a courteous, attentive, and helpful attitude towards guests and staff.
17. Complete daily reports, checklists, and update the Market Metrix email distribution.
18. Stock and maintain front desk supplies and materials.

ESSENTIAL JOB QUALIFICATIONS & COMPETENCIES:

• Honesty, integrity, and ethical conduct in all interactions.
• Collaboration and relationship-building skills.
• High standards of loyalty and professionalism.
• Humility and respect for all employees.
• Innovation and resourcefulness in problem-solving.
• Attention to detail, especially with data management.
• Flexibility and adaptability to change.
• Diplomatic problem-solving skills.
• Strong interpersonal and communication skills.
• Commitment to diversity and equality.
• Ability to multitask and perform under pressure.

EXPERIENCE:

• At least 1 year in a guest services role; hotel experience preferred.
• Proficiency in Microsoft Office; Opera experience beneficial.

EDUCATION:

• Associate’s or Bachelor’s degree in business, management, hospitality, or equivalent experience.

WORKING CONDITIONS & PHYSICAL DEMANDS:

• Prolonged sitting and working at a computer.
• Ability to stoop, kneel, reach, and lift up to 20 pounds.
• Reliable attendance; hours may exceed 40 per week.
• Ability to stand during shifts.

OTHER:

• Other duties as assigned.

Note: Successful performance requires meeting all essential duties and qualifications.

Our post-offer background check includes a background check (HireRight) and drug screening. We participate in E-Verify. We are an Equal Opportunity Employer.