Guest Experience Specialist – Front Desk

Twenty Four Seven Hotels; Calabasas (CA); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical, Dental, Vision insurance

401(k) with company contribution

Paid Time Off

Paid Sick Leave

On-the-job training and mentorship

Hotel Discounts

Daily Pay

Associate Referral Program

Job summary

Cambria Hotel Calabasas, part of Twenty Four Seven Hotels, is seeking a friendly Front Desk Agent to welcome guests, manage check-ins and checkouts, handle reservations, and ensure accurate billing and room assignments.

You will stay calm under pressure, communicate clearly, and work with Housekeeping, Engineering, and Food & Beverage to deliver seamless guest experiences, promote loyalty enrollment, and support revenue opportunities.

Qualifications

• Previous hotel front desk or hospitality experience preferred.
• Experience with hotel property management systems; Choice Advantage preferred.
• Strong customer service, communication, and problem-solving skills.
• Ability to remain calm, professional, and confident when handling challenging guest situations.
• Excellent attention to detail, organizational skills, and ability to multitask.
• Comfortable handling credit card transactions and guest billing.
• Ability to work independently while supporting a team-oriented environment.
• Flexible availability, including mornings, evenings, weekends, and holidays.

Responsibilities

• Provide a warm, professional, and welcoming experience for all guests.
• Handle guest check-ins, checkouts, reservations, room assignments, and special requests accurately and efficiently.
• Process credit card transactions, authorizations, payments, refunds, and guest billing in accordance with hotel policies.
• Verify guest identification, payment methods, and reservation details to ensure accuracy and security.
• Monitor guest folios and identify billing discrepancies, declined credit cards, or outstanding balances for timely resolution or escalation.
• Address guest complaints confidently, demonstrate strong de-escalation skills, and provide appropriate service recovery within established guidelines.
• Promote room upgrades, early check-ins, late checkouts, and other revenue-generating opportunities.
• Actively promote and enroll guests in the Choice Privileges loyalty program.
• Communicate effectively with Housekeeping, Engineering, Food & Beverage, and other departments to ensure seamless guest experiences.
• Respond promptly and professionally to guest inquiries through phone, email, and hotel messaging platforms.
• Maintain accurate reservation notes, guest requests, incident reports, and shift handover documentation.
• Complete daily front desk checklists, assigned reports, and shift responsibilities.
• Follow hotel policies regarding cancellations, room rates, payment collection, and guest privacy.
• Maintain a clean, organized, and professional front desk and lobby environment.
• Escalate urgent guest concerns, security matters, and unresolved operational issues to management promptly.
• Perform additional duties as assigned by hotel management.

Skills

Customer service

Communication

Problem-solving

Attention to detail

Multitasking

Calm under pressure

Tools

Hotel property management systems

Choice Advantage

Job description

Cambria Hotel Calabasas, part of Twenty Four Seven Hotels, is seeking a friendly Front Desk Agent to welcome guests, manage check-ins and checkouts, handle reservations, and ensure accurate billing and room assignments.

You will stay calm under pressure, communicate clearly, and work with Housekeeping, Engineering, and Food & Beverage to deliver seamless guest experiences, promote loyalty enrollment, and support revenue opportunities.